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.
