Spanish Customer Care Executive

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

PURPOSE AND SCOPE OF ROLE
The purpose of the Spanish Care Executive role is to manage customer expectations, to ensure that all problems / questions of the SSM 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 SSM clients.

RESPONSIBILITIES & TASKS
*Customer Care
• Gather information about the clients from all regional offices to ensure timely updates to agents
• Frequently interact with ESP guides and clients using the services in Thailand, Vietnam, Laos, Cambodia and Myanmar, especially VIP clients to ensure they are enjoying the best services possible and update all relevant information
• Preempt difficult clients, quickly identify customer problems, resolve them within your authority or, for complex problems, direct to appropriate teams or authorized persons.
• Work closely with Operations and Reservation within the regions, and assist them by explaining clients’ situations or advising solutions
• 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)
• Travel as requested to meet clients, VIP’s or for any other purposes throughout the region as requested by management.
• Issue incident reports to assist with insurance claims
• Available 24/7 on hotline to assist clients with any emergencies for the Regions.
• Monitoring the internal customer relationship process relating to customer care & operations
• Provide complaint handling for serious issues or when the client is still dissatisfied
• Monitor services for VIP clients
• Monitor and conduct courtesy calls to clients
• Meet and greet agents on FAM trips, as required/instructed, that visit TOI destinations. .
• Gather and analyze 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.

*Relationship Management and Reporting
• Maintain relationships with travel agents / wholesalers and special services relating to their clients travelling on the ground.
• Maintain relationships with clients whilst travelling in region
• Co-operate with Sales and Product Department to suggest service improvement opportunities when requested.

*Assisting Operations, Systems & Continuing Improvement
• Research, liaise and determine forecasted fees for services
• Monitor that special requests have been arranged and actioned
• Run Weekly Tour plan arrivals reports for SSM
• Enter clients’ feedbacks into Goldmine or other CRM as directed by the company
• When requested, provide input to the continual improvement of other departments.
• 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, Economics or Business
• Foreign cultures understanding
• Extensive destination knowledge

*EXPERIENCE
• Minimum 2 years in Travel, Hospitality or 1 years in Customer Care Services

*SKILLS
• Fluent written and spoken Spanish & English
• Thorough understanding of MS Office (Excel, Word, Power point etc.)
• High proficiency in interpersonal skill
• Problem solving

*COMPETENCY LEVELS (1-3 point scale)
Managing Performance :2
Learning and Development :2
Teamwork :2
Commitment: 2
Planning and Organizing: 2
Continuous Improvement: 2
Problem Solving and Decision Making : 2
Customer Focus: 2
Influencing :2
Communicating:2

*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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