Customer Care Officer - Korean Speaking (Remote)

About this role

EXO Travel is a premium Destination Management Company (DMC) providing bespoke travel solutions for tour operators and travel agencies across a growing portfolio of destinations. Since 1993, we have been crafting distinctive, authentic travel experiences that expand horizons and deliver lasting, positive impacts.

We are a purpose-driving company and, if you are successful in your application, you will find that working at EXO is more than just a job. As a member of the EXO family, you will play an important part in our mission to expand horizons and create meaningful positive impacts in the destinations we operate in. Furthermore, we offer in-house training courses, exciting growth opportunities, great benefits and a supportive team culture.

Position Overview

Be a part of the Customer Care (CC) department ensuring services are properly delivered to EXO Travel Korea. 

Please note that this a remote position that is open to candidates throughout Southeast Asia and Korea.

Responsibilities:

Primary Responsibilities:

Phone Inquiries and Issue Resolution:

• Promptly answer inbound phone calls from travelers.

• Address and resolve issues experienced by guests traveling domestically, such as hotel booking challenges, transportation hitches, or itinerary changes.

Travel Assistance:

• Provide immediate solutions for travel disruptions, including assisting with alternative accommodations or transportation.

• Offer guidance on local attractions, dining, transportation, and other travel-related queries.

Liaison with Travel Partners:

• Coordinate with hotels, transportation services, and other local partners to ensure smooth travel experiences for guests and to resolve any arising problems.

Documentation:

• Accurately record details of customer interactions, actions taken, and outcomes.

• Ensure any promised follow-ups or resolutions are timely and effectively addressed.

Secondary Responsibilities:

Feedback Collection:

• Gather feedback from travelers post-resolution to understand the effectiveness of the solution provided and to improve service quality.

Stay Updated:

• Keep abreast of local events, potential disruptions, or changes that might impact travelers.

• Familiarize oneself with local regulations, cultural norms, and key attractions to provide informed assistance.

Qualifications:

• Good command of written and spoken English and Korean.

• Bachelor’s degree or higher in tourism or related fields.

• Experience with an Inbound tour operator or a similar position in another industry will be an advantage but not a requirement.

• Prior experience in a phone-based customer support role, preferably in the travel industry.

Skills:

• Empathetic and patient, with an ability to manage stressed or frustrated callers.

• Quick thinker with the ability to multitask.

• Passionate about providing a seamless travel experience for guests.

• Resilient and adaptable, ready to handle the unpredictable nature of travel disruptions

• Excellent communication skills; able to create and develop efficient relationships with other departments (Inbound, Operations, Product), guides, drivers, guests, agents.

• Strong analytical / organizational / writing skills, ability to work under pressure and prioritize tasks.

• Good computer skills (G Suite, Tourplan, Excel, messaging apps, social networks)

Working Conditions:

• Roles may require shift work, including weekends and public holidays, to ensure continuous support for travelers.

• High volume of phone interactions, requiring consistent energy and focus.

Training & Advancement:

• Initial training on company-specific systems, domestic travel partners, and common issue resolution protocols.

• Opportunities for advancement into other roles and areas within the travel company.

Notes

As an equal opportunity employer, if you have a passion for travel, believe that travel can be a real force for good in the world, and have skills that can help us achieve our mission, we would love to hear from you. Here are some of the benefits of working with us:

• Diverse, caring and inclusive work environment that makes all members feel at home

• Fun, friendly and collaborative company culture

• Opportunities for travel, and special discounts for family members

• Flexible and hybrid work arrangements

• Regular social events and comfortable working spaces

• Opportunities to upskill and receive specialized training (soft skills included)

• Ability to volunteer or engage in community-led projects with EXO Foundation