URGENT – Quality Control & Customer Care in Tourism

*Objective of Job position: Provide best Customer Care service as well as quality of Company’s Suppliers.

*Roles and accountabilities:
Customer Care:
1. Gather information about the clients from all regional offices to timely update agents; update about clients or their feedback when they are on the ground as well as after they return home.
2. Frequently interact with guides and clients using the services in all areas, especially VIP clients to ensure they are enjoying the best services possible and update all relevant information.
3. Interact/Deal with difficult or dissatisfied clients, quickly identify problems, resolve them within his authority or, for complex problems; provide complaint handling for serious issues.
4. Work closely with Operations, Reservation and Sales and assist them by explaining clients’ situations or advising solutions; Greet groups of clients and assist in special circumstances, including emergencies by airport or hospital escort any time (24/7), check-in, check out, …
5. Monitor booked services, courtesy calls for all clients; Meet and greet agents on FAM trips, as required.
Quality Control:
6. Gather and analyze clients’ questionnaires and feedback to investigate problems and report solutions; Summary and report monthly to all relevant Depts.
7. Report to the staff in Head Office and Regional Offices regarding the problems in an effort to stop them from happening again.
8. Do tour escort/inspections and provide assessment-report/Check the services of suppliers on scheduled/non- scheduled basis.
Risk Management (samples for director level)
9. Assess and aware of incidents during trip through preparation and customer care.
10. Review and aware of any issues regarding quality of Suppliers (Hotel, Restaurant, Vehicles…) to make sure best services provided.

*Rights and authorities:
1. Update and report Supplier/Guide issues and participate in
2. Act as an Consultant to other Departments regarding review on general services (Product, Guide/Supplier data, etc)

*Job Competence requirements:
1. Degree, certificate: University/College degree.
2. Relevant Experience in Customer Service, Hospitality industry
3. Excellent in Communication (Both Vietnamese and English);
4. Personalities/Attitude: Honest, Well-organized, Responsible person, etc…

- Competitive & attractive salary with incentive
- Equal rewards for individual devotion & performance
- Working from Monday to Friday (44h)

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