Customer Care Executive

PURPOSE AND SCOPE OF ROLE
The English Care Executive role is to manage customer expectations, to ensure that all problems / questions of the ESP 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 ESP clients.
RESPONSIBILITIES & TASKS
Customer Care
• Gather information about the clients from all regional offices to ensure timely updates to agents
• Frequently interact with English Speaking guides and clients using the services in Thailand, Vietnam, Laos, Cambodia, Myanmar, Indonesia and Non-core destinations 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 Division within the regions, and assist them by explaining clients' situations or advising solutions
• Gather and analyze clients' questionnaires and feedback to investigate problems and report solutions
• Provide complaint handling for serious issues or when the client is still dissatisfied
• 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
• 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)
• 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
• Monitor and conduct courtesy calls to clients
Special customer care service for VIP customers
• Monitor weekly VIP and HIGH PRIORITY AGENT arrivals and ensure 100% of these bookings are handled and updated to agents first.
• Daily afternoon meeting with COO and HO Customer Care manager to report and help them prioritize and get the updates out to agents.
• Follow arrival report daily to manage VIP Care for clients on spot.
• Follow every VIP booking and high-priority agents on monthly/weekly report.
• Offer the special Care for VIP bookings including contacting hotels to upgrade and special Care during the trip.
• Send email and otherwise communicate with Operation Dept., ROs Care and non-cores to remind VIP booking arrival prior 3 days.
• Liaise with sales leaders or join account management calls to understand specific agent requirements and expectations.
Relationship 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.
• Report to the staff in Head Office and Regional Offices regarding the problems in an effort to stop them from happening again.
Assisting Operations, Systems & Continuing Improvement
• Assist Ops in booking and arranging necessary land services in Operations department
• Research, liaise and determine forecasted fees for services
• Monitor that special requests have been arranged and actioned
• Run Weekly Tour plan arrivals report for English Speaking Markets
• Enter clients' feedback into Agile 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