Customer support Officer

5 months ago

alJumayliyah, Qatar Itmam Consultancy Full time

This is a remote We are seeking an outgoingindividual for our Virtual Hospitality Advisor As a Virtual Hospitality Advisor, you will be responsible for booking amazingtrips for corporate and leisure clients in destinations all aroundthe world This position is great for anyone who absolutely lovesto travel and help others with Roles& Responsibilities Research, Create, and Execute exceptional itineraries forclients Review individuals needs andwants for travel, to ensure you can cater a trip specially designedto meet their needs Complete ongoing training to earnand maintain certification to booktravel Attend ongoing webinars withvendors and suppliers, to become specialized with specificdestinations Review budgets, and plan tripsaccording to clients budgetconstraints Create promotional materials toutilize Monitor restrictions on travelthat come and goBook travel needs (airline, carrental, hotel accommodations, cruise, ticket/event sales, etc) Effectively communicate withclients pre/posttravel Handle issues that may ariseduring the bookings and/or travel forclients Network with tour operatorsregarding packages that you can offer toclients Part-Time or Fulltime Requirements Must be at least 18years of age, and be authorized to work within theMust be able to communicate withclients effectively (strong sales background aplus) Must have a smartphone withinternet access, laptop recommend but notrequired Personal travel experience is ahuge plus, however notrequired Previous experience in customerservice or hospitality is also a plus, but notrequired Benefits Travel discounts - Use your traveldiscount to go on vacations anytime youlike Online coursetraining Support team- we have a supportteam to help you grow in thecompany A SUCCESSFUL Group TRAVEL Coordinator Handles Incoming Requests by: Handles all travel related to eventsincluding research, vetting, obtaining quotes, and managing groupand individual travel flight arrangements Offer professional adviceand suggestions to ensure customer s expectations are met andexceeded Source accommodations including suggestions fordestinations and inclusions Liaise and negotiate with suppliers toensure all details of the event are confirmed includingtransportation, accommodation, conferencing, dinners, tours,team-building, and other client requests Manage group changes andattrition Works with traveler information in a variety of formats(spreadsheets, form submissions, ) Utilize system for reservationrates and bookings Invoices client thru system Apply custom projectand billing codes for required reservation Maintains and promotesprofessional and courteous client relations by managing a promptand accurate response to telephone and email communications Ensuresoptimum customer service through email, chat, and effective use ofphone systems Ensures a great relationship is developed with allsuppliers and manages these relationships to gain the best serviceto mutually benefit the customer Ensures tickets, itineraries anddocumentation are correct and delivered to the customer on time Manage financials - including invoice reconciliations of events andreceipt management Problem Solving Appropriately responds andresolves customers inquiries Performs follow-up as needed andwithin the time frame promised to the customer Seeks assistancefrom others for the resolution as appropriate Accurately processesthe complaint Appropriately displays empathy and acknowledgingstatements to diffuse emotion during adversity Often usesstatements to the customer to validate a clear understanding of thecustomer's needs Focuses on the resolution versus the cause of theproblem Provides feedback to management to avoid future customerissues when solicited Quality Consistently meets and exceedsindividual and team expectations Effectively uses the telephonesystems Completes reservations with a few errors Provides thecustomer a full recap of the confirmed itinerary Second Mile Service Responds to the customer promptly Provides the customerhis/her undivided attention Listens and captures information fromthe customer Responds appropriately Asks questions targeted toencourage complete responses Creates rapport with the customer Matches the customer's tone and pace Keeps the interaction movingforward Offers suggestions to the customer and anticipates needs Teamwork Willingly offers assistance to team members within andacross teams Communication Uses positive language and word choicesto avoid negative customer reactions Matches the customer's toneand pace Applies proper communication guidelines and standards(clear, concise, and personal) to interactions Uses correct grammarin interactions

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