Operations Executive

Job Title: Operations Executive//Customer Service Agent - Travel

Job Summary:

Looking for candidates who plays a pivotal role in making travel dreams come true and ensuring that travellers have a memorable and trouble-free experience. They are ambassadors of the company and play a vital part in building and maintaining customer loyalty in the highly competitive travel industry.

Key Responsibilities:

Customer Assistance:

• Respond promptly and professionally to customer inquiries via phone, email, chat, or in-person.
• Provide information and guidance on travel destinations, packages, itineraries, and pricing.

Booking and Reservation:

• Assist customers with booking flights, accommodations, transportation, and other travel-related services.
• Ensure accurate and efficient booking processes, including issuing tickets and confirmations.

Itinerary Planning:

• Help travellers plan and customize their itineraries, taking into account their preferences, budget, and special requests.
• Provide recommendations for activities, attractions, and dining options at the destination.

Travel Documentation:

• Guide customers on visa requirements, passport validity, travel insurance, and other necessary documentation.
• Ensure travellers have all the required documents for a hassle-free journey.

Issue Resolution:

• Address and resolve customer concerns, such as flight delays, cancellations, or changes to travel plans.
• Coordinate with airlines, hotels, and other service providers to find solutions.

Payment Processing:

• Process payments, refunds, and billing inquiries accurately and securely.
• Assist customers with payment-related issues and concerns.

Travel Updates:

• Keep travellers informed about changes in travel regulations, weather-related issues, or any other factors that may affect their trip.

Customer Feedback:

• Gather and document customer feedback to identify areas for improvement and relay insights to relevant departments.

Cross-Selling and Upselling:

• Identify opportunities to offer additional travel-related services or upgrades that may enhance the customer's experience.

Taking Accountability:

• Take ownership of customer bookings or issues and see them through to resolution.
• Admit mistakes and take responsibility for any errors, working to rectify them promptly and professionally.
• Proactively seek opportunities to improve processes and enhance the customer experience.

Team Collaboration:

• Collaborate with colleagues, and other departments to ensure consistent and high-quality customer support.

Qualification:

• Bachelors Degree/ Diploma in Hotel Management, Tourism, Hospitality and Hotel Management
• Proven experience in Reservations - Hotel /Airlines/Car Hire
• Strong negotiation, communication, and interpersonal skills.
• Proficiency in event management software and tools.
• Detail-oriented, organized, and able to manage multiple tasks simultaneously.
• Creativity and problem-solving abilities.
• Familiarity with the latest industry trends and technology
• Knowledge of USA & Canadian Destinations will be an added advantage.