Customer Care/ Operations Executive – Heritage Line

*DIRECTLY REPORTING TO Director of Operations (DOO)
PURPOSE AND SCOPE OF ROLE
The purpose of the Customer Care Executive role is to manage customer expectations and to ensure that all problems / questions of the clients are quickly and proactively resolved.
*RESPONSIBILITIES & TASKS
Customer Care
Operations
Relationship Management and Reporting
Continuous Improvement

• Gather information about the clients from all Branch Offices (to update agents).
• Frequently interact with guides and clients using the services in HCMC, especially VIP clients to ensure they are enjoying the best services possible and update all relevant information.
• Pre-empt difficult clients or, for complex problems, direct to appropriate teams or authorized persons.
• Work closely with Operations and Reservation, and assist them by explaining clients’ situations or advising solutions.
• 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.
• Resolves product or service problems by clarifying the guest's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Closer monitoring and reconciliation of Mekong cash books.
• Insure compliance from cruises and gather and store on the server all reports required by boats (cruise reports, asset inventories, safety drills, ship inspections, water testing and monitoring, etc.).
• Monitor and evaluate gift shop sales to determine what items are moving and consider price changes for items that are not.
• Work with marketing and design staff regarding content of onboard collaterals
• Assist with other operational tasks as assigned.
• 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 Branch Offices regarding the problems in an effort to stop them from happening again.
• Issue incident reports as required.
• Maintain relationship with travel agents / wholesalers and special services.
• Maintain relationship with on-board guests.
• Co-operate with Sales, Operations and Product Department to develop service improvement opportunities.
• Provide input to the continual improvement of our customer services.
• Attend regular training courses to keep up to date with the travel industry.
• Keep others informed by sharing information.

QUALIFICATIONS AND KNOWLEDGE
• Tertiary studies in Tourism, Hospitality
• Understanding of foreign cultures
• Extensive destination knowledge
SKILLS & REQUIREMENTS
• Excellent written and spoken English
• Thorough understanding of MS Office (Excel, Word, PowerPoint etc.)
• High proficiency in interpersonal skill
• Ability to listen and active problem solving skills
• Personable, enthusiastic, self-motivated and able to work independently.
• Professional in demeanour and presentation.
• Must possess strong organization time management skills, attention to detail.
EXPERIENCE
• Minimum 3 years in Travel, Hospitality, Cruise Industry or 2 years in Customer Care Services
• This job is suitable for Guest Hotel Relations candidates.

- Company's Policy

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