Customer Care Specialist

Join The Destination Management Company!

DMC (Destination Management Company) is one of Red Sea Global (RSG) subsidiaries and is a destination management company that deploys knowledge, expertise, and resources, in the design and implementation of hotel accommodations, transportation, itineraries, activities and logistics for RSG destinations.

We are a one stop shop for B2B and B2C customers and provide an authentic, unique and effective planning and booking solution from end to end. Our strong presence and cutting-edge technology enable us to deliver best in class services to all our clients.

Our knowledgeable and talented customer care team are available around the clock to cater the needs of our clients and handle all types of queries with the highest level of luxury concierge services and a seamless guess experience from start to finish. DMC also offers Meet & Assist services across RSG destination ensuring a hassle-free travel experience for our esteemed guests.

We are confident that with our unwavering commitment to excellence, DMC will set new standards in the travel and tourism industry in Saudi Arabia.

Job Purpose:

The Customer Care team is the primary interface for clients engaging with our

Destination Management Company (DMC). Their role is pivotal in nurturing client

relationships and enhancing the customer experience.

Primary duties involve managing incoming requests and inquiries through calls,

emails, and other communication platforms, generating sales leads to acquire new

clients, and keenly understanding and fulfilling customer needs to ensure their

satisfaction and loyalty.

Specialists act as a critical link, delivering detailed product/service information,

addressing questions, and resolving client issues with accuracy and efficiency.

The ideal candidate is patient, empathetic, and possesses exceptional

communication skills. They are adept at understanding diverse customer viewpoints

and championing their needs effectively.

An essential part of this role involves collecting and analyzing customer feedback,

vital for both our B2B and B2C sectors, and employing problem-solving skills to

troubleshoot and investigate queries or complaints.

Success in this role is measured through maintaining high service standards, prompt,

and effective response to customer inquiries, and achieving superior customer

satisfaction rates.

Job Responsibilities:

Customer Communication:

Efficiently handle a high volume of inbound calls, emails, and WhatsApp messages,

addressing customer requests promptly and effectively.

Actively generate sales opportunities and upsell services tailored to each guest's

specific needs.

Establish and maintain trustful relationships with customers through consistent and

engaging communication.

Provide precise and comprehensive information using appropriate tools and systems

such as the online booking system, contact center solution, and email ticketing

system.

Booking Management:

Make and manage bookings for customers and operators, ensuring accuracy and

seamless processes.

Prepare and manage sales proposals effectively, meeting and exceeding sales

targets.

Update customer information and booking details in the CRM system promptly and

accurately.

Customer Support:

Assess and understand customer requirements to ensure satisfaction and

encourage long-term loyalty.

Address customer complaints swiftly, offering suitable solutions and alternatives

within given timeframes, and follow up to ensure resolution and customer

satisfaction.

Go above and beyond in servicing VIP and luxury customers, ensuring an

exceptional and personalized customer experience.

Administrative Tasks:

Maintain accurate records of customer interactions, manage customer accounts

efficiently, and organize necessary documentation.

Collect and analyze customer feedback to identify opportunities for improvement and

contribute to service enhancements.

Monitor and follow up on pending bookings or issues to ensure timely resolution.

Job Requirements:

Travel agency General knowledge

2+ years (DMC Experience is preferred)