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English Customer Care Executive

2 weeks ago

Ho Chi Minh City, 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 Non-core 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, check-in, 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 high-priority 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
- Co-operate 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
Không yêu cầu