Quality Control & Customer Care Executive

1. Quality Control:
Monitor all services provided to clients. Assure that all products and services in tours will meet the set quality standards of our company by telephone calling or escorting.
Suggest and/or conduct training sessions to make the internal team familiar with the standards to be met.
Train freelance tour guides on our standards and improve their performance through customer feedback.
Implement scheduled and non-scheduled control checks on tours, cruises, transportation, restaurants and other services.
Inspect tour services for better quality.
Coordinate the customer feedback, and report frequently.
2. Customer Care:
Manage day-to-day courtesy interactions with customers, including:
Investigate customer's problems and find solutions;
Handle all incidents that cannot be resolved by tour guides;
Meet & assist customers' incidents on site (daily and ad-hoc);
Resolve complaints and order issues;
Communication with Agents via phone/email to respond and discuss about customer complaints and praise.
Collect feedback from clients and report frequently.