Asst Manager B2B Operations - Outbound Tours

• We are hiring on behalf of a Global B2B Travel wholesaler for their FIT & Groups Operations team based at Mumbai. This is an opportunity to work for an International Travel Group with presence in markets around the world from US to Australia.

  The Job involves

  • Leading an operations team handling queries from Travel agents (International markets)
  • Responding in a professional manner to all booking enquiries received from customers through designated official channels Phone, email, chat, others as applicable.
  • Promptly Reverting with quotations, pricing, itineraries, appropriate information as per the queries and requests
  • Following up on all quotations send and taking efforts to materialise into bookings.
  • Converting bookings by matching prices / quotes / services or offering value ads.
  • Ensuring end to end handling of the booking files from query to service delivery & feedback stage.
  • Coordinating with designated suppliers for timely processing of queries and services, price negotiations and on tour assistance
  • Keep records of customer & supplier interactions, transactions, details of customer complaints, inquiries, and comments.
  • Working along with the Sales & Business Development team to meet respective revenue targets, maximising the profit margins, and implementing sales strategies.
  • Liaising with other departments for processing transactions, resolving issues, facilitating payments, negotiating rates and other necessary tasks as required to achieve department objectives.
  • Ensuring delivery of best possible standards of service to the customer
  • Escalating issues promptly to the respective personnel internally or within supplier organisations as necessary and working to resolve in a timebound manner.
  • Staying updated on the changes to the workflow, platform, products, and market trends.
  • Gathering and sharing relevant feedback to the reporting head and management on customer & supplier issues with a view to improving customer experience and services.

Role and Responsibility

• The objectives of the role are:

  • To maximise sales from customers through conversion of product enquiries, providing sales support and facilitating sales of value adds.
  • To efficiently process queries and bookings received on phone, email or other offline channels with the aim of materialising them into sales.
  • To assist in handling issues and resolving complaints related to services booked by customers.
  • To be responsible as a key point of customer service contact for the designated agents / markets
  • Using necessary skills and experience to deliver the best and highest possible standards of service to customers.

• Graduation preferably with specialization in Travel /Tourism/Hospitality
• Min 10 years of experience in travel industry of which 5 years must be with a B2B wholesaler or DMC handling key international destinations.

Skills required

• Good oral and written communications skills in English (multilingualism is preferable.
• Excellent Knowledge of Microsoft office program (Outlook, Word, Excel, One Drive) and CRM Tools
• Minimum 05 years of experience with B2B wholesalers handling queries from travel agents
• Expertise in itinerary planning and drafting, costing and presentation for popular International destinations Europe, Far East, Australia & NZ, USA & Canada, etc. (Demonstrated experience of atleast 5 years across destinations.
• Expertise in using global and regional online b2b suppliers / bedbanks.
• Must be punctual, hardworking and have a learning attitude.
• Good negotiation skills, Problem-solving skills, and analytical ability.
• Good team worker with ability to work independently.

Company Profile

• The Recruiter is an established travel group from the Middle-east with offices based globally. The company has various verticals within Travel and Tourism. Promising prospects for dedicated individuals looking for career growth in the long term.

Details

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