Mô tả Công việc
General description (Position summary)
Taking care of daily requests/ bookings from your agent, which are assigned by Supervisor/ Department Manager;
Create and maintain an excellent relationship with our customers/agents while quoting their request, consulting them on product services as well as mange their bookings accordingly;
Major Responsibilities
Responsible for creating and maintaining an excellent customer's relationship. Ensure smooth communication and cooperation with customers/agents;
Consulting customers/agents on products and services as well as giving them quotations accordingly;
Follow up with customers/agents in order to get final feedback/confirmation following our offer, optimize materialization of quotation;
Enquiries must be responded within 24 hours to a maximum of 48 hours (24hrs turnaround time is priority);
Manage bookings and requests from online and offline agents as assigned by the Supervisor/ Department Manager;
Liaising with customers/agents to understand the requirements and anticipate on this in collaboration with all relevant departments;
Coordinate with other departments to ensure all services are booked and ready for your booking;
Understand the price structure, responsible the accuracy of data upload into system;
Using properly our reservation system (create itinerary, quoting, sending offer to customers/agents, create pro forma invoice/ invoice ...);
Follow up the payment with agents/ suppliers in cooperation with the accounting department;
Verify and supervise that all files include complete confirmations from all hotels and suppliers, and our final confirmation to agent;
Report regularly on any issues, problems and complaints from agents/customers to your Supervisor/ Market Manager/ Department Manager;
In case of complaints, be aware and follow the internal communication - flow system for complaints;
Make sure out of e-mail replies are set up for team members on leaves. And daily e-mail/tasks are taken care of by other staff in case of sickness/leave;