Timely and Accurate Reconfirmations: Ensure all reconfirmations are completed swiftly and with accuracy to avoid service disruptions.
Outbound Coordination: Conduct outbound calls to reconfirm bookings with various suppliers, including hotels, trains, transfers, taxis, car rentals, and direct vendors.
Proactive Reservation Management: Proactively source alternatives for advance or urgent customer reservations, ensuring seamless service delivery.
Reservation Verification: Confirm availability and secure bookings for hotels, activities, and restaurant reservations.
SLA Compliance: Address and resolve requests within the defined Service Level Agreement (SLA) timeframe.
Email Management: Monitor and respond promptly to emails from clients, agencies, suppliers, and internal departments.
Case Management: Document each client request in detail, create and assign corresponding cases to the Back Office (BO) team, and track progress to completion.
Dashboard Maintenance: Continuously update ticket statuses on the Dashboard—including adding reminders, editing details, and closing completed cases.
Team Collaboration: Actively participate in team task distribution to prevent backlog and ensure balanced workloads.
Real-Time Productivity Tracking: Utilize productivity tracker to monitor and log productivity metrics in real time.
Task Ownership: Accept and complete delegated tasks from the Front Office (FO) with accountability and professionalism.
Proactive Supplier Engagement: Initiate outbound calls to a diverse network of suppliers, Destination Management Companies (DMCs), and tour operators across Japan and other countries. This involves cultivating strong relationships to secure the best rates, exclusive deals, and comprehensive information on travel products and services.
Take ownership of cases that require intervention due to language barrier issues.
Requirements:
Exceptional communication skills, adept in both written and verbal communication.
Demonstrated strength in organizational and time-management capabilities.
Proven ability to thrive in a fast-paced environment, adept at effectively prioritizing tasks.
Proficiency in utilizing a variety of communication and booking systems.
Prior experience in customer service or a travel-related role is highly desirable.
Flexibility to work shifts, including evenings and weekends, as necessary.
Experience in the travel industry, particularly with platforms like Expedia, is advantageous.
Amenable to work onsite on shifting schedules. Candidates must be residing near Makati area. We will not entertain outside of Metro Manila such as Bulacan, Cavite, etc.
Benefits:
Night shift differential (when applicable, as some shifts are daytime)
HMO and other government mandated benefits
Monthly Attendance Bonus
APAC Travel Concierge Back Office ( Japanese N4 level) • Makati Central Post Office, 00, ph
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