Profile : Travel & Tourism - Sold Holiday Packages

Job Type : Full-time

Benefits & Perks : 

- Provident Fund

- Comprehensive Medical Insurance

Job Description Essential Qualifications :

- Knowledge in Domestic and International Travel Destinations.

- Minimum of 5-8 plus years' experience in the corporate travel management industry

- Solid working knowledge of the travel industry, policies, procedures and processes

- Advanced skills on travel industry systems (i.e. GDS)

- Strong verbal and written communication skills in designated languages

- Proven ability to handle multiple priorities simultaneously

- Ability to work flexible hours

- Ability to work independently, exercising discretion and judgment

- Demonstrated excellent professional customer service and problem resolution skills

- Strong problem solving and/or critical thinking skills

- Have basic common sense and presence of mind to handle day to day work

Preferred Qualifications :

- Bachelor degree preferred

- Proficiency in Microsoft Office applications

- Demonstrated internet research skills for customer information

Problem Solving :

- Appropriately responds and resolves customers inquiries

- Anticipates and provides assistance on potential challenges that may arise for the customer

- Performs follow-up as needed and within the time frame promised to the customer

- Proactively provides feedback to management to avoid future customer issues

- Accurately processes the complaint (BCD Travel systems and processes and procedures)

- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

Quality :

- Consistently exceeds individual and team goals

- Effectively uses the telephone systems

- Completes reservations with minimal errors

- Adheres to Travel policies and procedures to maintain quality control

- Provides the customer a full recap of the confirmed itinerary

Service Excellence :

- Have passion for sales and customer service.

- Responds to the customer promptly

- Provides the customer his/her undivided attention

- Listens and captures information from the customer

- Responds appropriately

- Asks questions targeted to encourage complete responses

- Creates rapport with the customer

- Matches the customer's tone and pace

- Keeps the interaction moving forward

- Offers suggestions to the customer and anticipates needs

- Is mindful of the client service level agreement in all transactions

Teamwork :

- Self driven and self motivated to research destinations, new tours packages, competitor analysis and market trends and help the team to improve their efficiency to be more productive.

- Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement

- Volunteers for additional tasks

- Actively supports other team members within and across teams

- Anticipates and provides assistance on potential challenges that may arise for the customer

- Proactively provides feedback to team members and also to management to avoid future customer issues

Communication :

- Uses positive language and word choices to avoid negative customer reactions

- Matches the customer's tone and pace

- Applies proper Travel communication guidelines and standards (clear, concise and personal) to interactions

- Uses correct grammar in interactions

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