Operations Executive, English Speaking

OUR COMPANY POSITION
Vivu Journeys is a destination management company on the brink of an exciting new venture into the Travel industry. Our CEO founded his first DMC (Destination Management Company) in 1994 and by 2018 the company had expanded outside of its home, Vietnam, to span 11 countries within South East Asia, carrying close to half a million passengers throughout the region that same year. We are delighted to be re-entering the DMC space and this time now operating in UK, Ireland, Portugal, Spain, Vietnam, Laos, Thailand, Cambodia with bigger plans to expand globally.
Typically, a DMC works as a middleman buying product from hotels, transport and touring companies to sell onto Tour Operators or Travel Agents at a profit. For ViVu, in addition to connecting our partners with key suppliers, we will also be creating and operating our own product and tapping into the other hospitality arms of our Parent company, TMG.
TMG is a leading travel & hospitality business within Asia offering 4 different pillars within travel; DMC, Hotels and cruises - we own 11 hotels and 7 river and sea boats with plans to expand our assets as we move into these new markets; Airlines, we own 3 seaplanes that operate in our homeland Vietnam and are about to embark on an exciting new airline project within Asia; Online - As one of Vietnam's most successful Online travel Agents, we are industry leaders in technology, developed inhouse.
POSITION PURPOSE
• Communicate with customers and agents on 24/7 hotlines and emails when needed (mostly provid-ing/updating information)
• Update the relevant team & supplier any change or update at the soonest time (eg. Flight change or pick-up time change, [protected info])
• Be the point of contact for Vivu Journeys customers to ask questions
• Dealing issues or complaints with both supplier and customers
• Able to learn and use the operation function of the internal system professionally
• Able to learn the logistics of the destination responsible fast and precisely
• Able to work within Working Hours which is from 15:00pm to 11:00PM Asia time
MAJOR TASKS
Operations
- 24/7 available with hotline to receive a call from customers, supplier, and agents.
- Providing or updating information to customers, suppliers, and agents through hotline or email if needed.
Logistics
- Upload complaints or issues into VC at issue log.
Problem Solving
- Receive the call from clients and solve it as quickly as possible. Inform the country manager or direct manager depending on the destination when needed.
- Coordinate with relevant teams to ensure of delivering the best services to clients, and save the most cost for company