Customer Service Executive

2 settimane fa

Rome, Italia G2 Travel A tempo pieno

We're looking for passionate individuals with customer care experience in the travel industry and fluent in English and Mandarin language skills. and we're in the business of planning and organising trips all over the globe for almost half a million travellers each year.We're G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.We're not a corporation and don't behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.Our Customer Care teams are the dynamic interface between our global clients (travel agents) around the world and our suppliers (hotels) throughout Europe and the Middle East. The team manages groups of tourists arriving in Europe and in many parts of the world to satisfy customer and business needs.Check itinerary feasibility before tour arrival and make sure the operation is seamless. For exceptional groups with special needs provide a concierge level support. Effectively balance customer satisfaction with commercial outcomes. Negotiate, contract, maintain and foster relationships with supplier partners. Maintain proactive contact with the group to anticipate and avoid issues via phone, social media and in-person (where applicable);Meet and greet select VIP groups, Perform inspections for tour planning and quality spot checks on our suppliers. Occasionally join specialist / MICE tours for extended customer care support;Creative problem solving - resolve enquiries or problems that arise – quick resolution with the best possible outcomes;Provide on-call support to tour leaders- emergency after-hours coverage when required;Ensure any urgent issues are handed over out of hours for action.Root cause analysis with recommendations to the business on how to avoid recurrence of the issue if applicable;Willingness to travel for tour attendance / inspections / other necessary business meetings;Monitor quality standards of suppliers and provide positive and negative service examples to the sales, services and hotel teams;Demonstrating that G2 was positively promoted and actions have helped the Company's growth;Recommendations for process and quality improvements;Fluency in Mandarin and English is a must; proficiency in additional European languages (e.g., Spanish, French, Italian, German, Portuguese) is highly desirable.Exhibit a proactive and customer-focused attitude, with a strong determination to deliver high-quality outcomes on the first attempt.Flexible and adaptable to varying working hours and challenges, with the ability to work independently under pressure and collaborate effectively within a team.Demonstrate technical proficiency, including data collection, inputting, and database management, with advanced Excel skills and strong attention to detail.Possess excellent multitasking and time management skills, capable of prioritising tasks and meeting tight deadlines.Display strong problem-solving and negotiation skills, coupled with cultural understanding and empathy for working with diverse teams and clients.

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