Customer Care Executive

PURPOSE AND SCOPE OF ROLE

The Care Executive is responsible for managing customer expectations and ensuring all our customers are satisfied with the company's services. The role also supports operations in overseeing and checking all services for individual travelers' trips prior to their arrival in destinations or during their journey with our company. The role will require close coordination with all regional offices of the company including non-core destination suppliers to ensure all services for clients are properly arranged.

RESPONSIBILITIES & TASKS

Customer Care

• Gather all information and updates about the clients from all regional offices including non-core destination suppliers to ensure timely updates to agents re: their trips on the ground.

• Frequently interact with tour guides and clients to ensure the client’s journey with our company will be most satisfactory and enjoyable.

• Anticipate challenging clients, quickly identify their concerns, and resolve issues within your authority. For complex matters, escalate them to the appropriate teams and departments.

• After resolving the client’s issue, proactively review the remainder of their itinerary and coordinate with Operations teams in the upcoming destinations to ensure all services are double-checked and the rest of the trip runs smoothly.

• Provide prompt updates to travel agents regarding clients’ on-ground experiences and share their feedback both during the trip and after they return home.

• Prepare and issue incident reports to support clients with their insurance claims.

• Be available 24/7 on the hotline to assist clients with any emergencies.

• Conduct and oversee courtesy calls or messages to clients prior to their arrival or during their trip to offer any assistance.

• Strictly follow customer care SOP including Tourplan SOP.

• Issue welcome home letter and follow up for RT ESM, RT PSSM and Direct consumer segments

Special customer care service for VIP customers

• Monitor weekly VIP and high-priority agent arrivals, ensuring 100% of these bookings are properly handled and updates are sent to agents (please refer to what is considered VIP bookings).

• Review the daily arrival report to manage on-site VIP Care for VIP clients/bookings.

• Provide special VIP Care, including coordinating with hotels for upgrades and ensuring enhanced support throughout the trip. This will include personalized welcome letter, gift, dinners and so on.

• Communicate with the Operations Department, Regional Offices, and non-core destinations to remind them of upcoming VIP arrivals at least three days in advance.

• Liaise with sales leaders or join account-management calls to understand specific agent requirements and expectations to serve individual VIP bookings to their specific requirements

Relationship and Reporting

• Maintain strong relationships with travel agents, wholesalers, and special-service partners to support their clients while they are traveling in-destination.

• Maintain direct relationships with clients during their travels within our region.

• Collaborate with the Sales and Product Departments to recommend service improvement opportunities as required.

• Report and document issues in the Head Office and Regional Offices to help prevent recurring similar problems in the future.

• Collect and analyze client questionnaires and feedback to identify issues and propose effective solutions.

• Issue monthly customer care reports for management.

Operations, Systems, and Continuous Improvement Support

• Assist the Operations team in booking and coordinating necessary land services.

• Research, liaise, and determine forecasted service fees.

• Monitor and ensure that all special requests are properly arranged and executed.

• Generate daily and weekly tour-plan arrival reports and attend to them accordingly.

• Enter clients’ feedbacks into Tourplan and Tourplan CRM as directed by the SOP of the company.

• Provide input to support the continual improvement of other departments when requested.

• Attend regular training sessions to stay updated on travel-industry developments.

QUALIFICATIONS AND KNOWLEDGE

• Tertiary studies in Tourism, Hospitality, Economics or Business

• Foreign cultures understanding

• Extensive destination knowledge

EXPERIENCE

• Minimum 3 years in Travel, Hospitality or 2 years in Customer Care Services

SKILLS

• Excellent written and spoken English

• Thorough understanding of MS Office (Excel, Word, Power point etc.)

• High proficiency in interpersonal skill

• Problem solving

Working hours

Monday to Sunday 44 hours/week (1.5 days off per week, scheduled randomly).

The work schedule follows the company's shift arrangement.

Shift 1 (from 7:00 am to 16:00 pm (one hour break for lunch from 11:00am – 12:00pm)

Shift 2 (from 10:00 am to 19:00 pm (one hour break for lunch from 12:30pm – 13:30pm)

Shift 3 (from 19:00 pm to 23:00 pm and 4:00am to 8:00am)