As customer service and reservation manager you are our front line team member facilitating the booking of our travel program and services. You are responsible for providing program information and prices, making reservations and sending out confirmation notices. You will be handling customer complaints or concerns, counseling customers on terms and conditions on our trips, and resolving any emerging problems that our customers might face with accuracy and efficiency.
The best customer service and reservations managers are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to write. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and they will gather that for us. Problem-solving also comes naturally to a customer service representative. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
[+] Manage large amounts of emails and direct messages with attention to detail
[+] Generate sales leads
[+] Coordinate with sales, scouting and facilitator teams on leads and reservations
[+] Identify and assess members’ needs to achieve satisfaction
[+] Build sustainable relationships and trust with members through open and interactive communication
[+] Provide accurate, valid and complete information by using the right methods/tools
[+] Handle member complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
[+] Keep records of member interactions, process member arrangements and supporting documents
[+] Follow communication procedures, guidelines and policies
[+] Take the extra mile to engage members
[+] 1+ years customer support experience or experience as a client service representative
[+] Strong communication skills, including written and verbal
[+] Familiarity with CRM systems and practices
[+] Customer orientation and ability to adapt/respond to different types of character
[+] Ability to multi-task, prioritize, and manage time effectively
[+] University graduate