We're looking for passionate individuals with customer care experience in the travel industry and fluent in Italian and Mandarin language skills. and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year.
We’re G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.
We’re not a corporation and don’t behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.
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. Maintain proactive contact with the group to anticipate and avoid issues via phone, social media and in-person (where applicable)
Creative problem solving - resolve enquires or problems that arise – quick resolution with the best possible outcomes
Provide on-call support to tour leaders- emergency after-hours coverage when required
Ensure any urgent issues are handed over out of hours for action
Root cause analysis with recommendations to the business on how to avoid recurrence of the issue if applicable
Monitor quality standards of suppliers and provide positive and negative service examples to the sales, services and hotel teams
Previous experience in travel industry or customer service essential
Languages – Fluent English and mandarin is essential
Other languages desirable: French, Japanese
Flexibility in hours including extended availability and willingness to act in an on-call capacity if needed
Willingness to work on weekends and holidays and on rotating shifts
Demonstrated multi-cultural understanding and empathy
Positive feedback from clients and internal customers ideally demonstrating that G2 was positively promoted and actions have helped the Company’s growth
Recommendations for process and quality improvements