Job Mandate/Summary:

To ensure exceptional customer service standards and maintain clients' satisfaction, maintaining strong relationships with our partners to ensure seamless booking experiences for our clients.

Manage and monitor the efficiency of WegoBeds and BOWH online Operations & Customer support teams for both B2B & B2C channels to improve processes, such as SLA and customer satisfaction.

Lead the offline operations team through and end-to-end bookings cycle but not limited to suggest information about products and services that Wego provides through the company’s brands, that add value to the clients’ bookings that involves working on travel requirements for leisure and religious travels as well as corporate/ business.

Duties and Responsibilities:

Online & Offline Operations management

• Ensure optimum customer support and service through effective use of company resources and positive telephone service techniques.
• Act on special customer requests such a VIP Bookings and maintain excellent client relations.
• Manage team’s mailboxes and monitoring priority matrix
• Oversee daily operations, ensuring smooth running of all departments
• Develop and implement efficient operational strategies to improve productivity and reduce costs.
• Assisting the team when the load is increased, and situation is out of control.
• Supporting team on book outs/Relocation and taking decisions when required
• Handling Suppliers payments and tackle their issues
• Book out mechanism and guidelines.

Leadership and Process management

• Regular catch ups with Third-party suppliers
• Weekly/Regular catch ups with heads of sales
• Weekly/regular catch ups with head of finance
• Regular catch ups with sourcing heads.
• Catch ups with team leaders in other departments as needed.
• Weekly briefing with the team.
• Regular catch ups/communication with Premier clients.
• Regular joint visits to key clients if needed.
• Prepare & Approve Monthly Rota.
• Prepare Monthly reports.
• Offline bookings management
• Manage online bookings shifting process to DC share
• Managing the annual leaves of the department.
• Collaborate with HR team for;
• Staffing and Recruitment
• Performance management and annual evaluation
• Team administrative requests

Quality management

• Monitor team’s KPIs and SLAs
• Monitor customer satisfaction and customer support
• Manage escalation processes
• Ability to project and recognize potential problems and implement corrective action.

Education and training:

• Bachelor’s degree, in tourism studies or equivalent major.
• Fluency in English language is a must, multilingualism is preferable.
• Business English and Documentation Skills e-mails writing, and Details oriented.
• Travel Trade Experience, Tourism industry and/or hospitality.

Core competencies:

• Leadership
• Communication skills
• Make sure daily tasks are getting done, facilitate cross-functional conversations
• Understand how to get a point across, describe the company vision to their employees clearly
• Self-motivated & Self-Starter
• Personal commitment ownership
• Customer focus and satisfaction
• Problem solving
• Time management
• Team-player & team Alignment
• Agility

Work related experience

• 7 – 10 Years Online & Offline environment:
• Holidays package Hotels reservations (hotels, transportation, & excursions)
• OTA/TA/Wholesale operations and reservation
• OTA/TA/Wholesale Client operations and customer support
• Hands-on POS Thirdparty suppliers’ management
• Cloud-based Customer support, workflow management tools
• Proven related work experience.