Aspire to be the trusted travel expert to our customers. Recommend and curate a meaningful, personalised travel experience with excellent customer service to achieve business & performance targets.
Responsibilities
Proactively engage the customer database to promote and recommend experiences to achieve company goals. Grow & maintain customer relationships, anticipate travel needs and provide recommendations & solutions.
Understand the customer’s needs, requirements, and travel purpose to research and be ready with destination information, flight options, hotel options, travel insights and surprises that add value and are meaningful to the customer.
Understand and respond to customers professionally based on customer needs. Build the customer’s trust and buy-in by recommending a meaningful and personalized hotel, flight, travel itinerary, and additional travel insurance and ancillaries.
Offer creative experiences and solutions with a quote, handle customer billing and payments, make travel arrangements, and support within the SLA timeframe and accurately to achieve excellence in customer experience and operation.
Handle customer complaints, offer appropriate solutions and alternatives in a timely manner, and follow up to ensure a resolution. Collaborate with internal product, sales, and operations teams to provide quick and accurate customer service responses.
Keep records of customer interactions, transactions, comments, complaints, and research for record purposes.
Create awe-inspiring, meaningful customer experiences, and nurture strong, long-lasting relationships with existing and new customers to earn their trust and loyalty.
Closely collaborate with other departments and take part in cross-functional projects. Contribute innovative ideas and insights for business growth, sustainability, and operation improvement to achieve shared objectives and common goals.
Keep track of your performance, including your output, sales success, customer payments, feedback, and satisfaction. Participate in team briefings and ongoing reflection, growth, and improvement in the journey towards operational excellence and superior customer experience.
Promote and register the customer to the T’ROKA membership to ensure all the customers are introduced and can enjoy the T’ROKA membership exclusive privileges.
Assist in travel events, when necessary, e.g.: MAS Travel Fair, MATTA Fair, etc
Carry out any other duties at the discretion of the company.
Requirements
Tertiary education with Degree
Preferably 2 years working experience in sales or business development within the field in hospitality, customer service, client servicing or travel related
industries. Fresh graduates are welcome to apply.
Strong understanding and knowledge of customer for travel, airlines and company product
Customer experience driven person
Attentive to details, accuracy and result oriented in achieving KPIs and SLA
Growth mindset person – positive, proactive, creative solutions and make continuous improvement
Good interpersonal, communication and presentation skills
High level of stress tolerance and operational crisis management
Strong Leadership and inspiring others to success
Passionate for travel and willing to travel
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)
