Customer Care Professional
6 months ago
As an Operational Specialist - Customer Care in a tourism company, your primary responsibility is to ensure exceptional customer service and smooth operational functioning. You will play a crucial role in handling customer inquiries, resolving issues, and coordinating various operational aspects to deliver a seamless experience for travelers. Your role will involve effective communication, problem-solving, and organizational skills to meet customer expectations and contribute to the company's success.
Key Responsibilities:
Customer Service:
- Handle customer complaints, concerns, and feedback with empathy, patience, and a focus on finding satisfactory resolutions.
- Assist customers with booking inquiries, itinerary changes, cancellations, and other requests related to travel arrangements.
- Maintain a high level of customer satisfaction by ensuring a personalized and positive experience throughout their interaction with the company.
Operational Coordination:
- Collaborate with various internal teams (such as reservations, sales, marketing, and operations) to ensure smooth coordination and execution of customer requests.
- Coordinate with external service providers, including airlines, hotels, transportation companies, and tour operators, to confirm bookings, resolve issues, and ensure seamless service delivery.
- Monitor and update booking systems, databases, and other operational tools to ensure accurate and up-to-date customer information.
Problem Solving and Troubleshooting:
- Identify and resolve issues, conflicts, and challenges that may arise during the customer's journey, such as flight delays, hotel overbookings, or unforeseen circumstances.
- Collaborate with relevant stakeholders to find prompt and effective solutions, ensuring mínimal impact on the customer's experience.
- Provide alternative options and recommendations when faced with challenges to ensure customer satisfaction and maintain the company's reputation.
Process Improvement:
- Identify areas for improvement in operational processes, customer service procedures, and communication channels to enhance efficiency, effectiveness, and customer satisfaction.
- Share feedback and suggestions with the management team to contribute to ongoing efforts in enhancing the overall customer experience and operational performance.
Qualifications and Skills:
- Bachelor's degree in hospitality, tourism, business, or a related field (preferred).
- Proven experience in customer service, preferably in the travel or tourism industry.
- Excellent verbal and written communication skills, with a strong command of the English language. Knowledge of additional languages can be an advantage.
- Exceptional problem-solving abilities and the ability to remain calm under pressure.
- Strong organizational skills, attention to detail, and the ability to multitask effectively.
- Proficiency in using computer systems, booking software, and customer relationship management (CRM) tools.
- Knowledge of travel industry trends, destinations, and travel products.
- A customer-centric approach with a passion for delivering outstanding service.
- Flexibility to work in shifts, including evenings, weekends, and holidays as required in the tourism industry.
Note: This job description serves as a general outline of the key responsibilities and qualifications for an Operational Specialist - Customer Care in a tourism company. Actual job roles and responsibilities may vary depending on the specific company and its requirements.
**Job Types**: Full-time, Permanent
**Salary**: AED2,800.00 - AED4,000.00 per month
Ability to Commute:
- Dubai (preferred)
Ability to Relocate:
- Dubai: Relocate before starting work (preferred)
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