Responsibilities:
Compliance and Security: Adhering to data protection and privacy regulations when handling customer information and financial transactions. Ensuring that customer data is handled securely and confidentially.
Stay Updated: Staying informed about industry trends, new travel products, services, and technology advancements. Actively participating in training programs and professional development opportunities to enhance knowledge and skills related to the travel industry.
Documentation and Confirmation: Generating booking confirmations, itineraries, e- tickets, and other necessary travel documents. Providing customers with the required documentation in a timely manner and ensuring they have all the information they need for their travel arrangements.
Customer Assistance: Providing excellent customer service by assisting clients in person, over the phone, or through email. Responding to inquiries, resolving issues, and addressing customer concerns in a timely and professional manner.
Relationship Building: Building and maintaining positive relationships with customers, travel agents, travel partners, and other stakeholders. Developing a strong rapport to encourage repeat business, referrals, and customer loyalty.
Record Keeping: Maintaining organized and up- to- date records of bookings, reservations, payments, and customer interactions. This includes accurately documenting any changes, cancellations, refunds, or modifications to bookings.
Itinerary Planning: Assisting customers in creating personalized travel itineraries based on their preferences, budget, and specific requirements. Offering recommendations and suggestions for activities, attractions, and local experiences to enhance their travel experience.
Booking and Reservations: Assisting customers in making travel arrangements, including flight bookings, hotel reservations, car rentals, and other related services. Ensuring accurate and efficient booking processes while adhering to company policies and guidelines.
Problem Resolution: Addressing customer complaints, issues, or conflicts related to bookings, cancellations, refunds, or any other travel- related matters with politeness, respect and patience (it is important to master these skills: active listening, polite and respectful communication, prompt response, problem identification, collaboration, creative problem- solving, follow- up and feedback). Collaborating with other departments or travel partners to find appropriate solutions and ensure customer satisfaction.
Product Knowledge: Acquiring in- depth knowledge about various travel destinations, airlines, hotels, transportation options, and other relevant services. Being able to provide detailed information to customers, including travel itineraries, package deals, and special promotions.
Administrative Tasks: Performing administrative duties such as maintaining customer records, updating databases, processing payments, issuing invoices, and managing documentation related to bookings and reservations.
Sales Generation: Actively promoting travel packages, special offers, and upselling additional services or upgrades to customers. Identifying opportunities to maximize sales and revenue by effectively communicating the value and benefits of different travel options.
Booking Management: Ensuring that all bookings and reservations are accurately entered into the system, including customer information, travel dates, flight details, hotel preferences, and any other relevant details.
Payment Processing: Handling customer payments for bookings, verifying payment details, and processing transactions securely. This may involve accepting credit card payments, issuing invoices, collecting deposits, and reconciling accounts.
Requirements:
Professionalism and Integrity: Maintaining a high level of professionalism, integrity, and ethical conduct is essential. Respecting customer confidentiality, following company policies, and adhering to industry regulations are expected.
Problem- Solving Skills: Quickly and effectively identifying customer problems or concerns and developing appropriate solutions in a timely manner is vital to ensure customer satisfaction.
Progressive Spirit and Passion: Demonstrating a proactive and enthusiastic attitude towards work, along with honesty, sincerity, and a genuine passion for providing exceptional customer service, is valuable.
Customer Service Skills: Excellent customer service skills are essential, including strong communication skills, active listening, empathy, and problem- solving abilities. The ability to remain calm and polite while dealing with challenging situations is important. Having a positive and customer- oriented mindset, striving for customer satisfaction, and going the extra mile to meet their needs is crucial for building strong customer relationships.
Computer Skills: Proficiency in using computer systems, booking software, and online reservation platforms is necessary. Familiarity with customer relationship management (CRM) systems, spreadsheet software, and email communication is also important.
Multitasking and Time Management: The role often involves handling multiple customer inquiries, managing bookings, and resolving issues simultaneously. Strong multitasking and time management skills are essential to meet deadlines and deliver efficient service, especially in this fast- paced environment.
Relevant Education: Bachelor degrees, certificates, or diplomas related to English language, tourism, hospitality, business administration, or related fields are advantageous but not always mandatory.
Teamwork Collaboration: The capability to work well within a team, share knowledge, and collaborate with other team members to deliver the best possible customer service experience is essential.
Presentation and Persuasion Skills: Strong presentation skills and the ability to effectively persuade and communicate with customers are important for promoting travel packages and services.
Language Proficiency: Fluency in English is typically required, as it is a common language in the travel industry. Possessing an IELTS certificate or other language proficiency certification can be an advantage.
