Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information about products and services.
Effectively troubleshoot and resolve customer issues, demonstrating strong problem-solving skills and a patient, empathetic approach.
Proactively identify opportunities to enhance the customer experience and escalate complex issues to the appropriate departments when necessary.
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Handle escalated guest issues and customer check in phone calls, including in-country and post-trip complaints providing practical and timely solutions to ensure satisfaction.
Lead the coordination with local travel suppliers to address complex or high-priority disruptions promptly.
Use Tourplan to recheck arrivals, pickups, customer details.
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Manage international shipment by liaising with supplier and forwarders for cargo readiness and shipment schedules.
Interface with internal/external freight forwarders, logistics providers, customs brokers, and other functional areas to coordinate incoming and outgoing shipment.
Able to handle Sea Freight Imp + Exp (FCL/LCL) and all shipment documents.
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