English Customer Care Executive

· 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
· 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.
· Asist 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 reports for English Speaking Markets
· Enter clients' feedbacks 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