Customer Service Coordinator

Job description

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Business

Our Destination Management services form the core of our business. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free.

About the Role

The key objective of this position is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. Customer Service Coordinators are also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business. Customer Service Coordinators will also provide first contact point for all emergency situations that may arise (i.e., civil unrest, natural disaster, serious accidents involving customers etc.)

Job requirements

Key Responsibilities

  • Handle all incoming calls, emails, chats for customers travelling in EMEA.
  • Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.
  • Check itineraries to make sure smooth running of tours and itinerary feasibility as/when require.
  • Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc.
  • Provide support to the business by gathering market trends, new products and local destination information as well as providing feedback and suggestions.
  • Meet/greet customers/tour leaders during and outside office hours as/when require.
  • Attend tours, inspections, or provide onsite inspection/support if/when required during and outside office hours.
  • Business trips (within EMEA and possibly to sales offices) are required.
  • Collect business intelligent information to assist generating future business.
  • Carry an emergency after-hours mobile phone if/when required.
  • Work on shift hours pattern including night shift, weekends, and bank holidays as/when required.

To Succeed in the Role, You Should Have:

  • Native level fluency in Japanese or Mandarin is essential (both verbal and written)
  • Previous experience in customer service/travel industry essential.
  • Travel industry market & culture understanding desirable.
  • Business level English is essential (both verbal and written)
  • Knowledge of any third language such is desirable. (e.g., Italian, French, Spanish, Korean)
  • Strong experience and good market, culture knowledge for APAC/EMEA and region is essential.
  • Computer literature – experience in working with Microsoft packages is desirable.
  • Good business reporting/statistic producing skills are preferred.

We Are Looking for a Person With:

  • Ability to work under pressure and work independently
  • Motivated and a team player with pro-active attitude
  • Strong problem-solving skills

What We Offer:

  • Opportunity to work in an international environment.
  • Diverse & inclusive culture.
  • Learning and training opportunities for growth.
  • Dedicated employee engagement activities.
  • Flexible & remote working.

This role is shift based - 48 hrs (4 days on and 4 days off, 12 hrs per day including night shift).