Primary Responsibilities :

• Phone Inquiries and Issue Resolution:
• Promptly answer inbound phone calls from travelers.
• Address and resolve issues experienced by guests traveling domestically, such as hotel booking challenges, transportation hitches, or itinerary changes.

Travel Assistance

• Provide immediate solutions for travel disruptions, including assisting with alternative accommodations or transportation.
• Offer guidance on local attractions, dining, transportation, and other travel-related queries.

Liaison with Travel Partners

• Coordinate with hotels, transportation services, and other local partners to ensure smooth travel experiences for guests and to resolve any arising problems.

Documentation

• Accurately record details of customer interactions, actions taken, and outcomes.
• Ensure any promised follow-ups or resolutions are timely and effectively addressed.

Secondary Responsibilities :

Feedback Collection

• Gather feedback from travelers post-resolution to understand the effectiveness of the solution provided and to improve service quality.

Stay Updated

• Keep abreast of local events, potential disruptions, or changes that might impact travelers.
• Familiarize oneself with local regulations, cultural norms, and key attractions to provide informed assistance.

Qualifications :

• Good command of written and spoken English and Thai, French and/or Spanish are big advantage.
• Bachelor’s degree or higher in tourism or related fields.
• Experience with an Inbound tour operator or a similar position in another industry will be an advantage but not a requirement.
• Prior experience in a phone-based customer support role, preferably in the travel industry.
• Empathetic and patient, with an ability to manage stressed or frustrated callers.
• Quick thinker with the ability to multitask.
• Passionate about providing a seamless travel experience for guests.
• Resilient and adaptable, ready to handle the unpredictable nature of travel disruptions
• Excellent communication skills; able to create and develop efficient relationships with other departments (Inbound, Operations, Product), guides, drivers, guests, agents.
• Strong analytical / organizational / writing skills, ability to work under pressure and prioritize tasks.
• Good computer skills (G Suite, Tourplan, Excel, messaging apps, social networks)

Working Conditions :

• Role requires shift work, including weekends and public holidays, to ensure continuous support for travelers.
• High volume of phone interactions, requiring consistent energy and focus.