Senior Travel Counsellor

Role	Responsible for leading a team of Travel Counsellors to achieve an excellent corporate operation and customer service level to meet customer and business expectations.
Responsibilities	Assign, lead and guide the team of Travel Counsellors to achieve the SLA timeline, reservation accuracy, act to complaint escalation resolution and SOP adherence to achieve customer and business expectations. Providing support to the team in achieving the SLAs and processing travel arrangements as and when there is a high volume of requests. Lead the team to achieve Service Level Agreement (SLA): Manage daily service levels across all communication channels. Monitor telephone and email service levels. Achieve transaction processing time (e.g.: turnaround time/response time) in a timely manner. Ensure that all Travel Counsellors are aware of client travel policy, service level requirements and participate in client meetings as and when required. Monitor Travel Counsellors’ activity to ensure that travellers, travel arrangements and travel requirements (from initial enquiry to file completion) align with their travel policy to comply with the Service Level Agreement (SLA). This covers all aspects of travel, including air, accommodation, car, rail, ferry, insurance, visa and raising exchange orders to vendors etc. Lead the team to provide excellent customer service: Monitor team members’ activity to ensure that Holiday Tours’ service standards are always met when interacting with travellers/travel arrangers through phone, email, and other communication channels. Ensure that service alerts and issues are logged in accordance with Holiday Tours’ standards. Responsible for compliance and data quality: Ensure internal and external communications and vendor updates are distributed on time (e.g.: airfares/hotels/cars/GDS). Ensure that travellers and transaction services are processed in a timely manner and in full compliance with set standards, including but not limited to the use of GDS scripts, queues, ID, data requirements, etc. Ensure no revenue leakage, including but not limited to ensuring that all transactions are charged and that escalation are investigated and processed in a timely manner. Provide relevant, accurate information in a timely manner proactively. Involve and assist in trade shows and customer shows (e.g.: MAS Travel Fair, MATTA Fair, etc). Perform other duties at the discretion of the company
Requirements	Strong travel industry, airline and product knowledge Customer experience driven person attentive to details, accuracy and result oriented in achieving KPIs and SLA Growth mindset person – analyze issues and make continuous improvement Good interpersonal, communication and presentation skills High level of stress tolerance and management Possess Leadership and inspiring others to success Ability on manpower planning and optimal productivity management Willing to travel as and when required”
Essential traits	Responsible and accountable Kind, thoughtful, patient, helpful Trustworthy with genuine integrity Curious, creative, driven, eager to learn Team player with a positive can-do attitude
Benefits	Learning opportunities and career development Insurance coverage – group hospitalisation and PA insurance (upon confirmation) Medical allowance Annual leave, medical leave, hospitalisation leave, maternity leave, paternity leave, compassionate leave, birthday leave

Job Type: Full Time

Job Location: Kuala Lumpur

Senior Travel Counsellor

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