English Customer Care ExecutiveCông Ty TNHH Thương Mại Dịch Vụ Đường Mòn Đông Dương (Trails Of Indochina)
Nơi làm việc: Hồ Chí Minh
Lương: Thỏa thuận
Hình thức: Toàn thời gian
Ngày đăng: 24/07/2024
Hạn nộp: 25/08/2024
Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc liên quan phía dưới
Mô tả công việc
· 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
· 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
Yêu cầu
. Working time: from Monday to Friday: from 17:30 PM till 8:30AM; Sarturday: 4hr Flexible
· Tertiary studies in Tourism, Hospitality, Economics or Business
· Foreign cultures understanding
· Extensive destination knowledge
· Minimum 3 years in Travel, Hospitality or 2 years in Customer Care Services
· Excellent written and spoken English
· Fluent written and spoken Spanish
· Thorough understanding of MS Office (Excel, Word, Power point etc.)
· High proficiency in interpersonal skill
· Problem solving
· Flexibility to work overtime
· Ability to work under pressure
· Travel as required
· Tertiary studies in Tourism, Hospitality, Economics or Business
· Foreign cultures understanding
· Extensive destination knowledge
· Minimum 3 years in Travel, Hospitality or 2 years in Customer Care Services
· Excellent written and spoken English
· Fluent written and spoken Spanish
· Thorough understanding of MS Office (Excel, Word, Power point etc.)
· High proficiency in interpersonal skill
· Problem solving
· Flexibility to work overtime
· Ability to work under pressure
· Travel as required
Quyền lợi
- Chế độ bảo hiểm
- Du Lịch
- Chế độ thưởng
- Đào tạo
- Tăng lương
- Nghỉ phép năm
- Du Lịch
- Chế độ thưởng
- Đào tạo
- Tăng lương
- Nghỉ phép năm
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Vị trí English Customer Care Executive do công ty Công Ty TNHH Thương Mại Dịch Vụ Đường Mòn Đông Dương (Trails Of Indochina) tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thỏa thuận, tìm thêm việc làm về English Customer Care Executive hoặc công ty Công Ty TNHH Thương Mại Dịch Vụ Đường Mòn Đông Dương (Trails Of Indochina) ở các link phía trên
Giới thiệu công ty
Công Ty TNHH Thương Mại Dịch Vụ Đường Mòn Đông Dương (Trails Of Indochina) việc làm
2/27 Quách Văn Tuấn phường 12 Quận Tân Bình
Quy mô: Từ 26 - 100 nhân viên