ENGLISH CUSTOMER CARE EXECUTIVE

The English Care Executive role is to manage customer expectations, to ensure that all problems / questions of the ESP clients are quickly and proactively resolved and to assist the Operations Manager in monitoring the Operations team. The role also coordinates with regional offices and non- core destination suppliers to ensure necessary services are arranged for ESP clients.
Customer Care
· Greet groups over 10 clients and assist in special circumstances, including emergencies by visiting airport or hospital any time, hospitality desk, check- in, check out, (HCMC Only)
· Preempt difficult clients, quickly identify customer problems, resolve them within your authority or, for complex problems, direct to appropriate teams or authorized persons.
· Issue incident reports to assist with insurance claims
· Provide complaint handling for serious issues or when the client is still dissatisfied
· Gather and analyze clients’ questionnaires and feedback to investigate problems and report solutions
· Work closely with Operations Division within the regions, and assist them by explaining clients’ situations or advising solutions
· Report to the travel agents instantly with an update about clients or their feedback when they are on the ground as well as after they return home
· Gather information about the clients from all regional offices to ensure timely updates to agents
· Available 24/7 on hotline to assist clients with any emergencies for the Regions.
· Frequently interact with English Speaking guides and clients using the services in Thailand, Vietnam, Laos, Cambodia, Myanmar, Indonesia and Non- core destinations especially VIP clients to ensure they are enjoying the best services possible and update all relevant information
Special customer care service for VIP customers
· Send email and otherwise communicate with Operation Dept., ROs Care and non- cores to remind VIP booking arrival prior 3 days.
· Follow arrival report daily to manage VIP Care for clients on spot.
· Follow every VIP booking and high- priority agents on monthly/weekly report.
· Monitoring the internal customer relationship process relating to customer care & operations
· Offer the special Care for VIP bookings including contacting hotels to upgrade and special Care during the trip.
· Monitor and conduct courtesy calls to clients
· Daily afternoon meeting with COO and HO Customer Care manager to report and help them prioritize and get the updates out to agents.
· Liaise with sales leaders or join account management calls to understand specific agent requirements and expectations.
· Monitor weekly VIP and HIGH PRIORITY AGENT arrivals and ensure 100% of these bookings are handled and updated to agents first.
Relationship and Reporting
· Maintain relationships with clients whilst travelling in region
· Co- operate with Sales and Product Department to suggest service improvement opportunities when requested.
· Maintain relationships with travel agents / wholesalers and special services relating to their clients travelling on the ground.
· Report to the staff in Head Office and Regional Offices regarding the problems in an effort to stop them from happening again.

· Thorough understanding of MS Office (Excel, Word, Power point etc.)
· Foreign cultures understanding
· Travel as required
· Extensive destination knowledge
· Tertiary studies in Tourism, Hospitality, Economics or Business
· Ability to work under pressure
· Fluent written and spoken Spanish
· Excellent written and spoken English
· High proficiency in interpersonal skill
· Problem solving
· Flexibility to work overtime
· Minimum 3 years in Travel, Hospitality or 2 years in Customer Care Services

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Cập nhật gần nhất lúc: 2024-04-03 12:18:25