PbWe're looking for passionate individuals with customer care experience in the travel industry and fluent in Italian and Mandarin language skills. If you thrive in a fast-paced, international environment, this is your moment! /b /ppbr/ppbThe Company /b /ppbr/ppb“People don’t take trips – trips take people” … /b /ppbr/pp… and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year. /ppbr/ppWe’re G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America. /ppbr/ppWe’re not a corporation and don’t behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed. /ppbr/ppWe believe that work should be enjoyable, stimulating and fun! /ppbr/ppbThe Role /b /ppbr/ppTake responsibility for the provision of excellent in-destination service for all groups. Check itinerary feasibility before tour arrival and make sure the operation is seamless. For exceptional groups with special needs provide concierge level support. Effectively balance customer satisfaction with commercial outcomes. Negotiate, contract, maintain and foster relationships with supplier partners. Prevent issues from happening and solve unpredictable emergencies in timely manner, maintaining the best service delivery. /p pbKey Activities /b /ppbr/ppbGroups pre-arrival /b /pulliCheck itinerary details to ensure smooth tour logistics /liliObtain and supply contact details before deadlines so complete information is made available to groups /liliComplete reconfirmations if/as necessary /liliEnsure familiarity with group requirements before arrival /liliFollow up with reservations on any non-confirmed services and make sure all services are confirmed /li /ulpbr/ppbGroups on the road /b /pulliLiaise with tour leaders and suppliers to manage the delivery of high standards of service /liliMaintain proactive contact with the group to anticipate and avoid issues via phone, social media and in-person (where applicable) /liliCreative problem solving - resolve enquires or problems that arise – quick resolution with the best possible outcomes /liliFacilitate change requests – negotiating additional hotel and service reservations, itinerary amendments or cancellation requests from Tour Leader or Sales. Minimise the cost to the business and the group for these changes /liliAct as an emergency response support during any unexpected crisis situations that may arise /liliProvide on-call support to tour leaders- emergency after-hours coverage when required /liliCoordinate communication between all internal contact points to ensure ongoing transparency of tour progress /liliEnsure alignment of service expectations between G2, supplier, and group /liliEnsure all actions taken regarding the group are logged and communicated including relevant cost information /liliEnsure any urgent issues are handed over out of hours for action /li /ulpbr/ppbGroups after departure /b /pulliFollow up any open issues to resolution – investigation, communication, etc. /liliRoot cause analysis with recommendations to the business on how to avoid recurrence of the issue if applicable /liliComplete reporting in a timely manner /liliMonitor quality standards of suppliers and provide positive and negative service examples to the sales, services and hotel teams /li /ulpbr/ppbKnowledge, Skills Experiences /b /pulliPrevious experience in travel industry or customer service essential /liliLanguages – Fluent English and mandarin is essential /liliOther languages desirable: French, Japanese /liliFlexibility in hours including extended availability and willingness to act in an on-call capacity if needed /liliWillingness to work on weekends and holidays and on rotating shifts /liliProactive and customer focused /liliStrong problem-solving, negotiation skills and detail orientation /liliDemonstrated multi-cultural understanding and empathy /liliMultitasker with the capability to prioritise and meet deadlines /liliAbility to work independently under pressure /liliVersatility to work effectively as part of a wider team /li /ulpbr/ppbMeasuring Success /b /pulliPositive feedback from clients and internal customers ideally demonstrating that G2 was positively promoted and actions have helped the Company’s growth /liliResolution timeframe for issues /liliRepeat business for exceptional groups /liliEffective communication history /liliAll on the road contact details available to the Tour Leader within agreed timeframes ie. Driver/Guide contact numbers /liliAcceptable level of itinerary mishaps /or issues that should have been identified during reconfirmation and itinerary checks /liliRecommendations for process and quality improvements /liliAbility to demonstrate examples of cost minimisation to the business /or groups /liliDemonstrate support for market requirements and delivery to customer expectations /li /ul