Mô tả Công việc
Dream Job Alert!
Salary up to $1200/month awaits! We are recruiting Travel Consultant Manager (B2B) and Travel Consultant & Customer Care Manager (B2C) for a Travel company
I. Travel Consultant Manager (B2B)
Receive and process service requests from corporate clients, including air tickets, hotel bookings, visas, travel insurance, transportation, and more.
Ensure high service quality, handle issues as they arise, and maintain client satisfaction throughout the customer journey.
Act as a coordinator between clients, internal teams, and external partners to ensure seamless service delivery.
Manage, train, and develop the team of Travel Consultants to enhance performance and service standards.
Allocate resources effectively, build budgets, and monitor the Profit & Loss (P&L) for the Travel Management division.
Propose and participate in developing strategic plans for corporate travel service growth.
Maintain and expand relationships with existing corporate clients, ensuring contract renewals and increasing customer loyalty rates.
Support marketing activities, networking events, and project bidding processes in collaboration with related departments.
Recommend new products/services and develop comprehensive travel solutions tailored to corporate clients.
Report business performance and market trends to the Commercial Director.
II. Travel Consultant & Customer Care Manager (B2C, ID 19379)
1. Sales & Revenue Management
Develop and implement sales targets for individual travelers (B2C segment) on a monthly, quarterly, and yearly basis.
Manage sales operations and promptly direct the resolution of business-related issues.
Monitor and analyze sales performance; prepare and present reports to upper management.
Collaborate with the Product Development team to design tour packages tailored to different customer segments.
Conduct market research to identify potential markets and monitor market fluctuations; analyze customer behavior and competitor activities to inform strategic proposals.
Perform other reports and tasks as assigned by senior management.
2. Team Management - Travel Consultants & Customer Service
Recruit, train, and develop the Travel Consultant and Customer Service team.
Build consultation scripts, sales procedures, and customer care workflows based on tour product lines.
Evaluate KPIs, productivity, and service quality of team members to ensure professional customer service.
3. Customer Service & Service Quality
Oversee end-to-end customer service processes, from initial inquiries to post-sale support.
Ensure consistent customer experience, handle complaints and feedback in a timely and effective manner.
Implement customer loyalty programs, including membership cards, rewards for returning clients, and satisfaction surveys.
Utilize CRM systems to manage customer data, monitor transaction history, and analyze customer behavior.
4. Cross-functional & Partner Collaboration
Work with the
Digital Marketing team to execute campaigns targeting individual travelers.
Liaise with the Product Development and Operations teams to design and optimize tour products.
5. Process Management & Continuous Improvement
Propose improvements to the sales system, pricing policies, promotions, and customer service programs.
Oversee the effective execution of business plans, ensure service quality, and optimize operational processes.
Manage shared databases, build standard operating procedures (SOPs), and take full responsibility for the department's operations.
