Customer Service Coordinator

At Kuoni Tumlare, we create truly inspiring travel experiences that go beyond expectations. Proudly part of the JTB Corporation, we curate and deliver group travel, and meetings, incentives, congresses and events.

Job Purpose

The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise on tour by coordinating with tour leaders and service suppliers in Europe as well as cope with local sales team. This shall be done with a strong focus on high quality customer service. This role will also provide *** contact point for all emergency situations that may arise, also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business by offering high quality of customer service experience.

Key Activities

• Handle all incoming calls, emails, chats for customers travelling within the Company’s European territories.

• Deal with customer’s queries, complaints as well as supplier/hotelier.

• Check itineraries to make sure they are feasible and will run smoothly.

• Regular service quality checks and monitoring of services provided on tours.

• Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc.

• Adhere to company standards, work on general operations and use all in-house IT tools effectively.

• Undertake project work as required, under suitable guidance.

• Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.

• Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.

• Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.

Internal Communication.

• Build and maintain good internal relationships with a broad range of internal stakeholders including Sales, Operations and Reservation teams

• Quick communication within internal teams at the time of emergency cases

Knowledge & Skills

• 1- or 2-years’ experience in customer service/travel industry/call centre, is desirable.

• Travel industry market & culture understanding/experience

• Business level of English is essential (both verbal and written)

• Any other language = desirable (e.g., Italian, French, Spanish, German)

• Good communication skills.

• Computer literacy – experience in working with Microsoft Office.

Experience and Qualifications

• Good knowledge of destinations & service in Europe

• Experience of handling groups as tour manager in Europe for minimum 2 years would be preferable.

• Customer experience at Hospitality industry would be preferable.

• High level of customer service mindset would be one plus for qualifications review.

• Retired tour leaders would be taken as priority but need to have fluent communication in both Mandarin and English.