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EXO Careers

TOUR OPERATOR AND CUSTOMER CARE (GERMAN SPEAKING)

Vietnam

careers

about the role

Location: Vietnam

To manage the daily operations for German inbound tours into destination, and be responsible for checking all files created by reservation staff, booking guides and transportation and ensuring that all aspects of every tour is handled correctly and on a rotation basis.

role and responsibilities

Responsibilities

Operations and Guide

  • Received tours program and assign tour guides how can they will be suitable for each tour. Take note any special request to assign best guide accordingly.
  • Prepare all programs and documents need belongs to guides to take care of clients/group.
  • Check carefully all program has been confirmed, make all the reserved services match with the programs.
  • Pre-checking services to make sure all services are reserved before client's arrival
  • Briefing to guides so that they can know and understand clearly about their duty and tour requirements.
  • Execute and control of bookings of tour from Reservation and Sales Department as well as reserve services for tour including transportation, guides, restaurants, ticketing and other tour-related services to ensure that tours run smoothly.
  • Communicate with tour guides to follow up the progress of the tours and resolve problems occurred during tours and notify department manager.
  • Inform quickly Manager in case of real problems, proposing a suitable solution. Handle and reply to any comments or complaints after discussing with the manager.
  • Build a trust and good connection with tour guides. Review, hire and train new tour guides.
  • Book and update flight cost for guide according to guide assignment
  • Update service cost and service status (for guide & entrance fees) in Tourplan before guest’s arrival and per accounting’s requirement.
  • Understand EXO Responsible Travel policy, Wildlife Code of Conduct, ChildSafe policy and Ethical code
  • Ensure implementation and improvement of our most responsible initiatives - such as refillable bottles
  • Cooperate with suppliers to inform them about our responsible tourism commitments and requirements
  • Follow up with the distribution of our Tips for responsible travelers booklet

 

Customer Care Core Responsibilities

  • Handle hotline and customer services for German market
  • Call clients when they arrive each destination and before they leave (Long trip) and update agent
  • Main contact to communicate with clients in case of trouble and coordinate with the person in charge to solve the problem
  • Review arrival package for Lux/ VIP groups to ensure a nice delivery to clients when there is small change)
  • Identify and assess clients’ needs to achieve satisfaction
  • Build sustainable relationships and trust with clients through open and interactive communication

Reporting/ Communication

  • Inform any issue on the ground to sales person and reservation (cc IB Manager) who are in charge of the booking for a report to agent on time and a reasonable solution (in some special cases)
  • Report in time any issues need to be discussed with German IB Manager.
  • Investigate and provide statement (from suppliers and guide) for any complaint received after guest departure
  • Update weekly operation report and send to all team members every Tuesdays.
  • Review/analyse operation issues (internal & external) and send a quarterly report to German IB Manager with solution if any
  • Build good communication with tour guide, sales & reservation teams.

Qualifications

  • Vietnamese nationality. 
  • Bachelor Degree in Hospitality, Tourism, Business or other related fields.
  • Good command of German, both in speaking and writing. Other language is a plus. 
  • Good computer skills (Microsoft Office: Word, Excel, PowerPoint…).

Skills

  • Have excellent communication skills both verbal and written, ability to build strong relationships with guides and suppliers
  •  Good skills of handling and solving problem
  • Strong customer service focus
  • Responsible and self-motivation, ability to work under pressure
  • Proactive, team spirit and good organisational skills 
  • A passion for travel, good knowledge of tourism destinations
  • Strong attention to details
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