Customer Care Executive

Location:
Tan Binh District, HCMC

Working Hours:
44 hours/week (rotational shifts), 1.5 days off weekly

Reports to:
Vietnam Operations Manager

PURPOSE AND SCOPE OF ROLE

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.

RESPONSIBILITIES & TASKS

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.

• Monitoring the internal customer relationship process relating to customer care & operations

• Monitor and conduct courtesy calls to clients

Special customer care service for VIP customers

• 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.

• Send email and otherwise communicate with Operation Dept., ROs Care and non-cores to remind VIP booking arrival prior 3 days.

• 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.

Assisting Operations, Systems & Continuing Improvement

• Asist Ops in booking and arranging necessary land services in Operations department

• Research, liaise and determine forecasted fees for services

• Monitor that special requests have been arranged and actioned

• Run Weekly Tour plan arrivals reports for English Speaking Markets

• Enter clients' feedbacks into Agile or other CRM as directed by the company

• When requested, provide input to the continual improvement of other departments.

• Attend regular training courses to keep up to date with the travel industry

• Keep others informed by sharing information

QUALIFICATIONS AND KNOWLEDGE

• Bachelor's degree in Tourism, Hospitality, Business, or related fields.
• Strong understanding of foreign cultures and destinations in SE Asia.
• Minimum 3 years in Travel/Hospitality or 2 years in Customer Care.
• Excellent English (Spanish is a big plus).
• Strong interpersonal skills, problem-solving, and decision-making.
• Ability to work under pressure, adapt quickly, and occasionally travel.