Customer Care & Operations Executive

WORK LOCATION: 33 Le Trung Nghia, Ward 12, Tan Binh District, Ward 12, HCMC, Vietnam
DIRECTLY REPORTING TO: Vietnam Operations Manager

Preferred: Male Candidates

PURPOSE AND SCOPE OF ROLE
The purpose of the Customer Care & Operations Executive role is to manage customer expectations and to ensure that all problems / questions of the clients are quickly and proactively resolved, to organize all aspects of tour operations from scheduling, booking to monitor and control as well as a variety of administrative duties.

RESPONSIBILITIES & TASKS
Customer Care
• Gather information about the clients from all NON CORE suppliers (to update agents)
• Confirm every booking with NON CORE supplier 3 day prior client’s arrival
• Pre-empt difficult clients, quickly identify customer problems, resolve them within their authority or, for complex problems, direct to appropriate teams or authorized persons.
• Work closely with Operations, Reservation, Sales or other departments, and assist them by explaining clients’ situations or advising solutions
• Greet groups as per SOP and assist in special circumstances, including emergencies by visiting airport or hospital any time, hospitality desk, check-in, check out, …
• Issue incident reports to assist with insurance claims

Relationship Management and Reporting
• Gather and analyse clients’ questionnaires and feedback to investigate problems and report 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
• Report to the staff in Head Office and Regional Offices regarding the problems in an effort to stop them from happening again.
• Maintain relationship with travel agents / wholesalers, pax clients and special services
• Co-operate with Sales and Product Department to develop service improvement opportunities.

Operations
• Manage cycle basement and mechanic team. Prepare all cycling equipment for groups.
• Book relevant services including special gifts, document deliver
• Order stationary, deliver postage and courier
• In – charge additional services

QUALIFICATIONS AND KNOWLEDGE
• Tertiary studies in Tourism, Hospitality, Economics or Business
• Foreign cultures understanding
• Extensive destination knowledge

EXPERIENCE
• Minimum 2 years in Travel & Hospitality or 2 years in Customer Care Services

SKILLS
• Excellent written and spoken English
• Fluent written and spoken Spanish (for Spanish market only)
• Thorough understanding of MS Office (Excel, Word, PowerPoint etc.)
• High proficiency in interpersonal skill
• Problem solving

SPECIAL REQUIREMENTS (if any)
• Flexibility to work overtime
• Ability to work under pressure
• Travel as required

- Attractive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Good chance to study and develop career path stably

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