Total 6 job vacancies by Beautiful Planet Holiday Tour and Travel Sdn Bhd

Job Summary

The Tour Operation Executive is responsible for the planning, execution, and coordination of travel and tour services, ensuring a seamless experience for clients. This role involves managing bookings, communicating with service providers, handling customer inquiries, and maintaining efficient operations in line with the company's service standards.

Key Responsibilities

1. Tour Planning & Coordination
   • Develop and arrange comprehensive travel itineraries, including flights, accommodations, transfers, tours, and activities.
   • Coordinate with various service providers, including hotels, transport companies, and local tour guides, to secure bookings and ensure smooth operations.
   • Review and confirm tour packages, ensuring details are accurate and meet client expectations.
2. Customer Service & Communication
   • Handle customer inquiries, provide guidance on travel arrangements, and address special requests or requirements.
   • Resolve any issues or complaints related to bookings, travel arrangements, or itinerary changes promptly and professionally.
   • Act as the main point of contact for clients during their tour, providing support and assistance as needed.
3. Booking Management
   • Process and manage bookings from initial inquiry to confirmation, including invoicing and payment tracking.
   • Maintain accurate records of client bookings, including updating client preferences and relevant travel documents.
   • Monitor and adjust bookings in response to changes in availability, cancellations, or last-minute adjustments.
4. Vendor and Partner Relations
   • Establish and maintain strong relationships with service providers to negotiate rates and secure favorable deals.
   • Collaborate with local and international partners to expand the range of travel options and enhance the quality of tour packages.
5. Quality Assurance
   • Ensure that all services and travel packages meet the company's standards for quality and customer satisfaction.
   • Gather feedback from clients post-travel to identify areas for improvement and ensure continued service excellence.
6. Market Research & Product Development
   • Conduct market research to stay updated on industry trends and competitors.
   • Assist in designing new tour packages and promotions based on market demand and client preferences.

Skills & Qualifications

• Education: Bachelor’s degree in Tourism, Hospitality, Business, or a related field.
• Experience: Previous experience in tour operations, customer service, or travel consultancy is preferred.
• Technical Skills: Proficiency in booking software, CRM systems, and Microsoft Office.
• Interpersonal Skills: Excellent communication, negotiation, and customer service skills.
• Organizational Skills: Strong attention to detail, multitasking abilities, and the capability to work under pressure.
• Problem Solving: Ability to quickly resolve issues and handle last-minute changes effectively.
• Language Proficiency: Proficiency in English; additional languages are an advantage.

Reporting To

• Tour Operations Manager or General Manager of Operations

Working Conditions

• May require flexibility in working hours to accommodate international clients or travel schedules.
• Occasional travel may be required for on-site assessments or to accompany clients on special tours.

Perks & Benefits

• Commission and bonus
• Allowance (travel stipends, transportation, etc.)
• Company trips
• Work visa sponsorship

主要職責：

• 領導、激勵和監督客戶服務代表團隊以實現團隊目標。
• 監控和分析團隊績效，確保遵守關鍵績效指標 (KPI)，例如回應時間、客戶滿意度和服務品質。
• 為團隊成員提供輔導、指導和定期回饋，以提高他們的技能和整體績效。
• 制定並實施提高團隊效率和服務水準的策略。
• 處理複雜的客戶查詢和升級，確保及時解決。
• 與其他部門合作，簡化流程並增強客戶體驗。
• 準備並向高階管理層提交有關團隊績效和客戶服務指標的定期報告。
• 確保遵守公司政策、程序和服務標準。
• 協助新團隊成員的招募、入職和持續培訓。
• 在團隊內推動以客戶為中心的文化，創造負責任和卓越的環境。

資格和技能：

• 至少 3 年客戶服務經驗，其中至少 1 年擔任團隊領導或主管職位。
• 強大的領導能力，具有管理和發展團隊的能力。
• 優秀的溝通和人際交往能力。
• 解決問題的能力，注重客戶滿意度。
• 精通 CRM 工具（例如 Zendesk、Salesforce）和 Microsoft Office 套件（Excel、PowerPoint）。
• 能夠在快節奏的環境中工作並管理多項任務。
• 強大的分析和報告能力。
• 任何領域的文憑或學位都是首選。

津貼和福利

• 醫療的
• 公積金
• 索斯科

工作總結

旅遊營運主管負責旅遊和旅遊服務的規劃、執行和協調，確保為客戶提供無縫體驗。該角色涉及管理預訂、與服務提供者溝通、處理客戶詢問以及根據公司的服務標準維持高效運作。

主要職責

1. 旅遊規劃與協調
   • 制定和安排全面的旅行行程，包括航班、住宿、接送、遊覽和活動。
   • 與各種服務提供者（包括飯店、運輸公司和當地導遊）協調，以確保預訂並確保順利運作。
   • 審查並確認旅遊套餐，確保細節準確並滿足客戶的期望。
2. 客戶服務與溝通
   • 處理客戶詢問，提供旅行安排指導，並解決特殊要求或要求。
   • 及時、專業地解決與預訂、旅行安排或行程變更相關的任何問題或投訴。
   • 作為客戶在旅行期間的主要聯絡人，根據需要提供支援和協助。
3. 預約管理
   • 處理和管理從最初查詢到確認的預訂，包括發票和付款追蹤。
   • 維護客戶預訂的準確記錄，包括更新客戶偏好和相關旅行證件。
   • 監控和調整預訂，以回應可用性變更、取消或最後一刻的調整。
4. 供應商和合作夥伴關係
   • 與服務提供者建立並維持牢固的關係，以協商價格並確保有利的交易。
   • 與本地和國際合作夥伴合作，擴大旅行選擇範圍並提高旅遊套餐的品質。
5. 品質保證
   • 確保所有服務和旅行套餐符合公司的品質和客戶滿意度標準。
   • 收集客戶旅行後的回饋，以確定需要改進的領域並確保持續提供卓越的服務。
6. 市場研究與產品開發
   • 進行市場研究，隨時了解產業趨勢及競爭對手。
   • 根據市場需求和客戶偏好協助設計新的旅遊套餐和促銷活動。

技能和資格

• 教育背景：旅遊、酒店、商業或相關領域的學士學位。
• 經驗：有旅遊營運、客戶服務或旅遊諮詢經驗者佳。
• 技術技能：熟練預約軟體、CRM 系統和 Microsoft Office。
• 人際溝通能力：優秀的溝通、談判與客戶服務技巧。
• 組織能力：對細節的高度關注、多任務處理能力以及在壓力下工作的能力。
• 解決問題：能夠快速解決問題並有效處理最後一刻的變更。
• 語言能力：英語熟練度；其他語言是一個優勢。

報告對象

• 旅遊業者營運經理或營運總經理

工作條件

• 可能需要靈活的工作時間以適應國際客戶或旅行安排。
• 現場評估或陪同客戶進行特殊旅行可能需要偶爾出差。

津貼和福利

• 佣金和獎金
• 津貼（旅費、交通費等）
• 公司旅行
• 工作簽證贊助

Key Responsibilities:

• Lead, motivate, and supervise a team of customer service representatives to achieve team objectives.
• Monitor and analyze team performance, ensuring adherence to key performance indicators (KPIs) such as response time, customer satisfaction, and service quality.
• Provide coaching, mentoring, and regular feedback to team members to enhance their skills and overall performance.
• Develop and implement strategies to improve team efficiency and service levels.
• Handle complex customer inquiries and escalations, ensuring timely resolution.
• Collaborate with other departments to streamline processes and enhance customer experience.
• Prepare and present regular reports on team performance and customer service metrics to senior management.
• Ensure compliance with company policies, procedures, and service standards.
• Assist in the recruitment, onboarding, and continuous training of new team members.
• Drive a customer-centric culture within the team, fostering an environment of accountability and excellence.

Qualifications & Skills:

• Minimum of 3 years of experience in customer service, with at least 1 year in a team leader or supervisory role.
• Strong leadership skills with the ability to manage and develop a team.
• Excellent communication and interpersonal skills.
• Problem-solving abilities with a focus on customer satisfaction.
• Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite (Excel, PowerPoint).
• Ability to work in a fast-paced environment and manage multiple tasks.
• Strong analytical and reporting skills.
• A diploma or degree in any field is preferred.

Perks & Benefits

• Medical
• EPF
• Sosco

Job Responsibilities

• Issuing tickets and managing reservations for customers.
• Providing detailed information about prices, availability, and event details.
• Handling customer queries and resolving ticketing issues.
• Maintaining accurate records of transactions and customer interactions.
• Collaborating with team members to enhance the overall ticketing process.

Requirement

• Experience in ticketing systems and customer service.
• Strong communication and interpersonal skills.
• Proficiency in computer applications and ticketing software.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Excellent problem-solving abilities and attention to detail.

Perks & Benefits

• Medical
• EPF
• Sosco

崗位職責

• 為客戶發放門票並管理預訂。
• 提供有關價格、可用性和活動詳情的詳細資訊。
• 處理客戶查詢並解決票務問題。
• 維護交易和客戶互動的準確記錄。
• 與團隊成員合作，增強整體票務流程。

要求

• 具票務系統及客戶服務經驗。
• 較強的溝通和人際交往能力。
• 熟練電腦應用和票務軟體。
• 能夠在快節奏的環境中工作並處理多項任務。
• 出色的解決問題的能力和對細節的關注。

津貼和福利

• 醫療的
• 公積金
• 索斯科