Customer Care for German and English Market

Quality Control:
- Coordinating with Product team to create, develope, and evaluate products.
- Coordinating with Operation Manager for regular quality checking in Hanoi and Danang: Car supplier, Tourguides, Hotel inspection
- Inspection trips if needed.
- Assessment fornew Tourguides.
- Annual Tourguide Training in the North,-, Central,- and South of Vietnam
- Quality check of Tourguides (Accompany Tourguides on group tours)
- Tourguide development program (Nachwuchsförderung)
Customer Service:
* Holding 24-hour Service hotline
- Coordinating with Operation to deal with suppliers (hotel / airlines…) to solve problem on spot (services complaining, lost luggage...)
- Writing reports to Agent after solving problem on spot.
- Coordinating with Sales person in charge to solve problem on spot.
- Quickly researching and investigating issues that concern a customer.
- Responding to issues such as service inquiries, problem resolution.
* Taking care of the feedback/questionnaires, coordinating with relevant departments (Operation / Product) to work with suppliers for complaints after trip, then write weekly reports to Product team about hotels with most complaintas well as hotels with good compliment by clients. Same for guide, CC will write feedback about guides to Operation Manager.
- Relaying information in a concise and clear manner.
- Based on that outcome, Product team, and Operation Manager will have a good overview about the hotels, guide and services in order to improve / choose the best services for future, Product team may share to all of the company monthly the report of hotels: which one are not good to use anymore –if any…
* Accompanying guests in case of problem (stolen items, accidence.. )
- Building customer relationships and loyalty.
- Creating work schedules weekly (get the list of coming groups from system to have a good overview about the clients’ features: VIP clients, groups, honeymoon..., in order to take well care of clients.)
* Selling optional tours for clients on spot.
- Other tasks when needed: translation: German – English or vice versa…

* Customer Service Skills:
- Dealing with customers and clients in a courteous, professional and diplomatic manner.
- Able to handle unreasonable expectations.
- Able to handle complaints, aggressive customers and difficult situations.
- Visiting important accounts and clients to maintain good relations.
- Analysing and planning workflow.
- Effectively presenting information.
- Establishing and maintaining positive customer relationships.
- Able to adapt tone, language and style for different customers and situations.
- Willing to work nights, weekends, and holidays.
- Root-cause analysis.
* German Native is priority.

Cập nhật gần nhất lúc: 2021-02-21 16:10:02