Job Mandate/Summary:

To ensure exceptional customer service standards and maintain clients' satisfaction by answering clients’ queries and fulfill their needs. Maintaining strong relationships with our partners to ensure seamless booking experiences for our clients.

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:

• Answer customers’ inquiries efficiently and in a timely manner.

• Respond to inquiries and make reservations if needed.

• Performing inbound and outbound calls to assist the customer with past, current, and future bookings.

• Build and maintain relationships with clients and suppliers.

• Maintain OPS team’s mailboxes and keep it up to date as per team’s SLAs

• Manage high valued bookings and update premier agents on a daily basis.

• Dealing with occurring travel problems, complaints and refunds.

• Coordinating with Direct contracting and Third-Party Suppliers to solve last minute issues.

• Form a cross-functional communication with Contracting & Business Development teams to handling DC & TPS Book out’s, Relocations and guests complains in coordination with BDM’s

• Notify agencies in event of wrong rate or availability issue.

• Report customer concerns and any system issues.

• Handling offline requests.

• Attending departmental meetings and training when requested.

• Maintain the strategic operations goals and targets.

• Ensure all required tasks are completed accurately and within given time frames.

Education and training:

• Bachelor’s degree, in tourism studies or equivalent major.

• Fluency in the 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.

• Good experience in Customer Service, Quality Focus,

Core competencies:

• Communication skills

• Personal commitment ownership

• Customer focus and satisfaction

• Problem solving

• Team-player and team alignment

• Agility and flexibility

Work related experience:

1 – 3 years, experience in one or more of the below fields;

• Hotels reservations

• OTA/TA operations

• OTA/TA/Wholesale operations and customer service