Customer Care Supervisor

PURPOSE AND SCOPE OF ROLE

The purpose of the Customer Care Supervisor role is to monitor service delivery, manage customer expectations, to ensure that all problems / questions of the clients are quickly and proactively resolved, take the lead in service recovery and to assist the Operations Manager in monitoring the Operations teams.

RESPONSIBILITIES & TASKS

Customer Care

• Gather information about the clients from all regional offices and non-core suppliers to timely update agents

• Frequently interact with guides and clients using the services in HCMC, especially VIP clients to ensure they are enjoying the best services possible and update all relevant information

• Preempt difficult clients, quickly identify customer problems, resolve them within their authority or, for complex problems, direct to appropriate teams or authorized persons.

• Work closely with Operations and Reservation, and assist them by explaining clients’ situations or advising solutions

• Greet groups over 10 clients and assist in special circumstances, including emergencies by visiting airport or hospital any time, hospitality desk, check-in, check out, …

• Issue incident reports to assist with insurance claims

Priority to control VIP agents and VIP clients

• Monitor weekly VIP and HIGH PRIORITY AGENT arrivals and ensure 100% of these bookings are handled and updated to agents first.

• Daily afternoon meeting with HO Care staff to help them prioritize and get the updates out to agents

• Follow arrival report daily to manage VIP Care for clients on spot

• Follow every VIP booking and high-priority agents on monthly/weekly report

• Offer the special Care for VIP bookings including contacting hotels to upgrade and special Care during the trip

• Send email and otherwise communicate with Operation Dept, ROs Care and non-cores to remind VIP booking arrival prior 3 days

• Liaise with sales leaders or join account management calls to understand specific agent requirements and expectations

• Service recovery

• In case of any service issue in any location, the customer care supervisor is the main coordinator to

• Be proactive to coordinate with operations and Sales to have quick solution for issue on spot

• Inform all other offices to take special care

• Try to get hotel upgrades in next destinations

• Be proactive to advise Sale Dept to offer special gesture or other options for recovery rather than wait for sales to come up with recovery ideas

• Monitor future arrivals to ensure no repeat service issues for the same agent

Supervising TOI Customer Care

• Monitoring the internal customer relationship process.

• Provide complaint handling for serious issues or when the client is still dissatisfied

• Monitor services for VIP clients

• Monitor or conduct courtesy calls to clients

• Meet and greet agents on FAM trips, as required, that visit TOI destinations. .

• Gather and analyze online survey feedback to investigate problems and report solutions

• Report to the travel agents instantly with an update about clients or their feedback when they are on the ground as well as after they return home

• Report to the staff in Head Office and Regional Offices regarding the problems in an effort to stop them from happening again.

• Incident report as required

Relationship Management and Reporting

• Maintain relationship with travel agents / wholesalers and special services

• Maintain relationship with clients

• Co-operate with Sales and Product Department to develop service improvement opportunities.

• Daily meeting with VOM and weekly meeting with Customer Care Executives in HO and ROs

Assist Vietnam Operations Manager in team management

• Monitor all itineraries for accuracy

• Monitor that special requests have been actioned

• Manage the 24hr emergency phone and handle emergencies in case OP Manager on leave or needed

Monitoring TP

• Monitor tour plan update accordingly by deadline

• Run Weekly Tour plan updating report

Yêu cầu công việc

QUALIFICATIONS AND KNOWLEDGE EXPERIENCE

• Tertiary studies in Tourism, Hospitality, Economics or

• Minimum 3 years in Travel, Hospitality or 2 years

Business in Customer Care Services

• Foreign cultures understanding

• Extensive destination knowledge

SKILLS

• Excellent written and spoken English

• Fluent written and spoken Spanish ( if applicable)

• Thorough understanding of MS Office (Excel, Word, Power point etc.)

• High proficiency in interpersonal skill

• Problem solving

EXPERIENCE

• Minimum 3 years in Travel, Hospitality or 2 years in Customer Care Services

SPECIAL REQUIREMENTS (if any)

• Flexibility to work overtime

• Flexibility to work for schedule shift

• Ability to work under pressure

• Travel as required

Quyền lợi

• Chăm sóc sức khoẻ: Annual health check
• Nghỉ phép có lương: Annual leave paid
• Máy tính xách tay: Laptop