Customer Support Executive – Spanish Speaking

Position: Customer Support Executive – Spanish Speaking

Vio Travel is the first virtual Destination Management Company in Asia/Pacific with a curated collection of the finest travel experiences, unique hotels, and travel packages available across the region. We pride ourselves on delivering exceptional service and creating unforgettable journeys for our clients.

We are currently seeking a Customer Support Executive to serve as the primary point of contact for our global clients. In this role, your primary responsibilities shall include, but are not limited to, the following tasks:

Key Responsibilities:

A customer support position involves assisting customers who booked via Vio travel before / during their trip.

The Customer Support Executive is responsible for providing exceptional service to customers by addressing their questions, resolving issues, and ensuring overall satisfaction. This role requires strong communication skills, patience, and problem-solving abilities.

Job scope

• Ensure service standard meets NPS target
• Monitoring all bookings is processed in time from booking creation to voucher delivery
• Coordinate with CX team to analyze the on-the-road contacts and identify the opportunities to minimize the contacts.

Operational Excellence

• Oversee the end-to-end delivery of bookings under key accounts, ensuring accuracy, timeliness, and alignment with client expectations.
• Monitor booking flows and final voucher dispatch to meet the agreed SLAs.
• Proactively resolve any service issues and coordinate backup plans where needed.
• Liaise with operations and customer service teams to ensure smooth handover and problem-free delivery.
• Drive continuous improvements in operational workflow, aiming for high customer satisfaction and minimal service disruptions.
• Take ownership and pride in the client journey — ensuring that every trip reflects Vio Travel's commitment to excellence and strengthens agent confidence.

Customer Assistance:

· Check through client's itinerary prior to the arrival to make sure everything has been booked correctly.

· Sending welcome message to each client who are arriving on the day.

· Respond to client's inquiries via email, phone & chat (WhatsApp), in a timely and professional manner.

· Provide accurate information about products, services, and policies.

· Troubleshoot and resolve customer issues effectively, aiming for first-call resolution when possible.

Issue Resolution:

· Manage and track customer complaints or problems, ensuring they are resolved promptly. This also includes handling post departure complaints.

· Escalate complex issues to appropriate departments or higher management as needed.

Documentation and Reporting:

· Maintain records of customer interactions, transactions, and feedback.

· Prepare and submit incident reports on complaints or complex issues.

Product Knowledge:

· Stay updated on product and service changes, promotions, and updates.

· Offer recommendations and solutions based on customer needs.

Customer Experience:

· Ensure a positive experience for each client by providing friendly, efficient, and empathetic service.

· Follow up with clients as necessary to ensure their issues have been resolved satisfactorily.

Team Collaboration:

· Work closely with team members to share knowledge, improve processes, and achieve departmental goals.

· Participate in training sessions and team meetings to stay informed about new procedures and company updates.

Qualifications

· Able to handle customer inquiries, emails, and calls in Spanish with professionalism and accuracy

· Previous experience in customer service or a related field is preferred.

· Excellent verbal and written communication skills.

· Strong problem-solving and critical-thinking abilities.

· Ability to handle stressful situations calmly and professionally.

· Proficiency in using travel industry systems and tools.

· Strong attention to detail and organisational skills.

Desired Attributes

· Positive attitude and a customer-focused mindset.

· Patience and empathy when dealing with customers.

· Ability to work independently and as part of a team.

· Adaptability to changing processes and priorities.