Customer Care Supervisor

PURPOSE AND SCOPE OF ROLE
The purpose of the Customer Care Supervisor role is to monitor service delivery, manage customer expectations, to ensure that all problems / questions of the clients are quickly and proactively resolved, take the lead in service recovery and to assist the Operations Manager in monitoring the Operations teams.
RESPONSIBILITIES & TASKS
Customer Care
• Gather information about the clients from all regional offices and non-core suppliers to timely 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
• Preempt 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 and Reservation, 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, ...
• Issue incident reports to assist with insurance claims
Priority to control VIP agents and VIP clients
• 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 HO Care staff to 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
• Service recovery
• In case of any service issue in any location, the customer care supervisor is the main coordinator to
• Be proactive to coordinate with operations and Sales to have quick solution for issue on spot
• Inform all other offices to take special care
• Try to get hotel upgrades in next destinations
• Be proactive to advise Sale Dept to offer special gesture or other options for recovery rather than wait for sales to come up with recovery ideas
• Monitor future arrivals to ensure no repeat service issues for the same agent
Supervising TOI Customer Care
• Monitoring the internal customer relationship process.
• Provide complaint handling for serious issues or when the client is still dissatisfied
• Monitor services for VIP clients
• Monitor or conduct courtesy calls to clients
• Meet and greet agents on FAM trips, as required, that visit TOI destinations. .
• Gather and analyze online survey 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.
• Incident report as required
Relationship Management and Reporting
• Maintain relationship with travel agents / wholesalers and special services
• Maintain relationship with clients
• Co-operate with Sales and Product Department to develop service improvement opportunities.
• Daily meeting with VOM and weekly meeting with Customer Care Executives in HO and ROs
Assist Vietnam Operations Manager in team management
• Monitor all itineraries for accuracy
• Monitor that special requests have been actioned
• Manage the 24hr emergency phone and handle emergencies in case OP Manager on leave or needed
Monitoring TP
• Monitor tour plan update accordingly by deadline
• Run Weekly Tour plan updating report