Operations and Customer Service Executive

**Mô tả công việc**:
(Mức lương: Thỏa thuận)
Join a dynamic team

Creativity and a genuine passion for responsible travel are at the core of all we do at Khiri Travel. We’re real specialists in each of our destinations, living up to our reputation, and share our passion for discovery. We love what we do and that shows in the team spirit. Dream destinations are our place of work and we take it as our responsibility to care for and ensure they remain fabulous to visit for generations to come. We truly believe tourism can be a force for good.

**Job Description**:
The Operations & Customer Service Executive (OPE) is part of the Operations Department at Khiri Travel. At the core of our work is making our clients fall in love with our efficiency, organisation, and punctuality and going above and beyond to ensure clients have the best experience while in Vietnam. The OPE has an excellent relationship with our local partners in Vietnam and can work independently to ensure itineraries are operated according to the stated itinerary provided using our products and systems.

Reporting to: Operations & Travel Experiences Manager/Supervisor

Key Responsibilities:

- Make arrangements with local service providers to provide effective and timely delivery of itineraries
- Coordinate travel arrangements where necessary with other offices and agents.
- Revert proactively to the Sales team and other Khiri departments as necessary.
- Nurture excellent relationships with local service providers, other Khiri entities, and clients
- Advise on weather conditions, restaurants, tourist attractions, local festivals etc.
- Provide information on customs and immigration regulations, papers, passports, vaccinations, exchange rates etc. to international travellers.
- Issue, gather and prepare documents required for each itinerary as required by agent criteria
- Thorough understanding of the Khiri Travel products and a good knowledge of Khiri partners.
- Brief tour leaders/guides on their upcoming trips, stressing client’s expectations and special needs.
- Make contact with clients at regular intervals during their programs
- In charge of regional Khiri emergency hotline mobile (on roster)
- Local guide quality control by trouble shooting and working with them regularly
- To resolve proactively any complaints, queries, and concerns regarding services
- Monitor clients’ feedback on product delivery on the ground and suggest improvements
- Actively propose and join in hotel and product inspections and report to management
- Input data and update tour guide’s information or other tasks on Khiri’s Software and system when required.
- Other tasks as directed by Supervisor/Manager.

Sustainability
- Be aware of and have access to Khiri Travel’s sustainability policy
- Ensure that the Travelife standards are consequently met.
- Ensure that clients are aware of sustainable alternatives concerning accommodation and excursions.
- Contribute to an action plan and propose new initiatives to improve sustainability of Khiri operations
- Ensure that clients are aware of sustainable alternatives concerning transport.
- Measure and take into account client feedback and make improvements where possible, including sustainability aspects

**Chức vụ**: Nhân Viên/Chuyên Viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:
2 month probation - A friendly and outgoing team, that celebrates successes frequently
Full time with flexible scheduling. 12 days per year, 15 days after working 3 years at Khiri Travel
Annual discretionary bonus - Career advancement opportunities in the Khiri Travel organization
**Yêu cầu bằng cấp (tối thiểu)**: Trung cấp - Nghề

**Yêu cầu công việc**:
KEY CORE BEHAVIOURAL COMPETENCIES FOR STAFF MEMBERS

Product & supplier knowledge:
Deep understanding of products Khiri Travel offers and easily propose itineraries without the need to look back, upselling, innovative, proposal of new suppliers/products

Industry knowledge:
Understanding of travel industry, technologies, potential impacts (government, weather, etc.), peak and low seasons, customer arrivals/nationalities

Systems knowledge:
Thorough understanding/knowledge of different functions in KMP/K360, provides right input in the corresponding fields, asks clarification questions, raises issues/concerns for improvement

Customer knowledge:
Demonstrate authentic customer relationships, good understanding of customer wants/needs, communicate with impact, provide necessary support, build trust

Company & sustainability knowledge:
Demonstrates understanding of Khiri’s culture, mission, USPs, understanding of sustainability issues/impacts to the business, Khiri certifications and awards

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Chăm Sóc Khách Hàng,Hành chính Văn phòng,Hành Chính/Văn Phòng

Trung cấp - Nghề
Không yêu cầu