Vacancy Summary: Senior Travel Consultant
Location: Penang, Malaysia
Job Purpose:
- Serve as a point of contact for customer calls and emails related to reservations and inquiries.
- Assist clients in managing bookings and providing suitable travel arrangements to clients.
- Develop customer relationships and contribute to improving internal procedures.
- Work collaboratively as part of a team and deliver efficient and customer-friendly service.
Duties and Responsibilities:
- Handle customer inquiries via various platforms such as phone calls, emails, online chat, and social media.
- Ensure prompt and efficient response to all calls and emails.
- Manage customer bookings, including cancellations, and amendments, and ensure accurate communication of details.
- Arrange travel arrangements, including flights, accommodation, tours, car hire, visas, etc.
- Plan complex itineraries at competitive prices.
- Actively pursue sales leads and engage in outbound calls to existing customers.
- Manage last-minute changes, urgent reroutes, and reissues.
- Provide cost-effective alternative options when flights/accommodations are full.
- Offer advice on travel documents, insurance, and visas.
- Handle client travel issues, complaints, and refunds professionally.
- Gather client data for marketing strategies.
- Adhere to Travel and Accommodation Policies and company guidelines.
- Demonstrate commitment to total quality and collaboration within the company.
- Identify operational and administrative improvement opportunities.
- Maintain a pleasant work environment and follow company procedures.
- Attend product training sessions and assist colleagues when needed.
- Support sales and marketing teams with product-related queries.
- Conduct competitor analysis.
Working Conditions:
- Shift work in a 24-hour call center environment.
Qualifications:
- Minimum 4 years of working experience in a service or similar industry, knowledge of GDS and administration systems preferred.
- SPM Level qualification or equivalent, preferably in Hospitality/Tourism/Hotel Management or Customer Service.
- Fluent spoken and written English is a must. Additional language skills in Mandarin, Cantonese, Thai, Vietnamese, Tagalog, Arabic, etc., are beneficial.
Work Expectations:
- Flexibility is expected, and changes will be made in consultation with the post holder.
- Able to work under pressure, in shifts, and as part of a team.
- Organized and efficient in daily routines.
