English Customer Care Executive

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Công ty TNHH Thương mại Dịch vụ Đường Mòn Đông Dương Full time

Mô tả công việc:

(Mức lương:
Thỏa thuận)

The English Care Executive role is to manage customer expectations, to ensure that all problems / questions of the ESP clients are quickly and proactively resolved and to assist the Operations Manager in monitoring the Operations team.

The role also coordinates with regional offices and non-core destination suppliers to ensure necessary services are arranged for ESP clients.

Customer Care

  • Gather information about the clients from all regional offices to ensure timely updates to agents
  • Frequently interact with English Speaking guides and clients using the services in Thailand, Vietnam, Laos, Cambodia, Myanmar, Indonesia and Noncore destinations especially VIP clients to ensure they are enjoying the best services possible and update all relevant information
  • Preempt difficult clients, quickly identify customer problems, resolve them within your authority or, for complex problems, direct to appropriate teams or authorized persons.
  • Work closely with Operations Division within the regions, and assist them by explaining clients' situations or advising solutions
  • Gather and analyze clients' questionnaires and feedback to investigate problems and report solutions
  • Provide complaint handling for serious issues or when the client is still dissatisfied
  • Report to the travel agents instantly with an update about clients or their feedback when they are on the ground as well as after they return home
  • Greet groups over 10 clients and assist in special circumstances, including emergencies by visiting airport or hospital any time, hospitality desk, checkin, check out, (HCMC Only)
  • Issue incident reports to assist with insurance claims
  • Available 24/7 on hotline to assist clients with any emergencies for the Regions.
Special customer care service for VIP customers

  • Monitoring the internal customer relationship process relating to customer care & operations
  • Monitor and conduct courtesy calls to clients
  • Monitor weekly VIP and HIGH PRIORITY AGENT arrivals and ensure 100% of these bookings are handled and updated to agents first.
  • Daily afternoon meeting with COO and HO Customer Care manager to report and help them prioritize and get the updates out to agents.
  • Follow arrival report daily to manage VIP Care for clients on spot.
  • Follow every VIP booking and highpriority agents on monthly/weekly report.
  • Offer the special Care for VIP bookings including contacting hotels to upgrade and special Care during the trip.
  • Liaise with sales leaders or join account management calls to understand specific agent requirements and expectations.
Relationship and Reporting

  • Maintain relationships with travel agents / wholesalers and special services relating to their clients travelling on the ground.
  • Maintain relationships with clients whilst travelling in region
  • Cooperate with Sales and Product Department to suggest service improvement opportunities when requested.
  • Report to the staff in Head Office and Regional Offices regarding the problems in an effort to stop them from happening again.

Chức vụ:
Nhân viên/Chuyên viên

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

  • Laptop
  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
- Đào tạo

  • Tăng lương
  • Công tác phí
  • Nghỉ phép năm

Yêu cầu bằng cấp (tối thiểu): Trung cấp - Nghề

Yêu cầu công việc:

  • Tertiary studies in Tourism, Hospitality, Economics or Business
  • Foreign cultures understanding
  • Extensive destination knowledge
  • Minimum 3 years in Travel, Hospitality or 2 years in Customer Care Services
  • Excellent written and spoken English
  • Fluent written and spoken Spanish
  • Thorough understanding of MS Office (Excel, Word, Power point etc.)
  • High proficiency in interpersonal skill
  • Problem solving
  • Flexibility to work overtime
  • Ability to work under pressure
  • Travel as required

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
Biên Phiên Dịch,Biên/Phiên Dịch,Chăm Sóc Khách Hàng

Trung cấp - Nghề
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