VP Customer Care
il y a 2 semaines
We're looking for passionate individuals with customer care experience in the travel industry who are fluent in English and Japanese; French is a plus. If you thrive in a fast-paced, international environment, this is your moment Applicants must hold a valid work visa for Brussels, Belgium.
and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year.
Our Customer Care teams are the dynamic interface between our global clients (travel agents) around the world and our suppliers (hotels) throughout Europe and the Middle East. The team manages groups of tourists arriving in Europe and in many parts of the world to satisfy customer and business needs.
Negotiate, contract, maintain and foster relationships with supplier partners. Obtain and supply contact details before deadlines so complete information is made available to groups
Liaise with tour leaders and suppliers to manage the delivery of high standards of service
Maintain proactive contact with the group to anticipate and avoid issues via phone, social media and in-person (where applicable)
Creative problem solving - resolve enquires or problems that arise – quick resolution with the best possible outcomes
Ensure all actions taken regarding the group are logged and communicated including relevant cost information
Ensure any urgent issues are handed over out of hours for action
Monitor quality standards of suppliers and provide positive and negative service examples to the sales, services and hotel teams
Positive feedback from clients and internal customers ideally demonstrating that G2 was positively promoted, and actions have helped the Company’s growth
Recommendations for process and quality improvements
Previous experience in travel industry or customer service essential
Languages – Fluent Japanese and English essential
Other languages desirable: French
Versatility to work effectively as part of a wider team
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