Customer Care Executive

We are seeking candidates who are amenable to work in a shifting schedule (morning, afternoon, night shift) in our office in Ortigas, Pasig City (Metro Manila).

The Company

"People don't take trips – trips take people" …

… 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.

We believe that work should be enjoyable, stimulating and fun

The Department

Our Customer Care teams are the dynamic interface between our global clients (travel agents) around the wolrd and our suppliers (hotels) throught Europe and the Middle East. The team manages groups of tourists arriving in Europe and in many parts of the world to satisfy customer and business needs.

The Role

Take 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.

Key Activities:

Groups pre-arrival

• Check itinerary details to ensure smooth tour logistics
• Obtain and supply contact details before deadlines so complete information is made available to groups
• Complete reconfirmations if/as necessary
• Ensure familiarity with group requirements before arrival
• Follow up with reservations on any non-confirmed services and make sure all services are confirmed

Groups on the road

• Liaise with tour leaders and suppliers to manage the delivery of high standards of service
• 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
• Facilitate 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
• Act as an emergency response support during any unexpected crisis situations that may arise
• Provide on-call support to tour leaders- emergency after-hours coverage when required
• Coordinate communication between all internal contact points to ensure ongoing transparency of tour progress
• Ensure alignment of service expectations between G2, supplier, and group
• Ensure all actions taken regarding the group are logged and communicated including relevant cost information
• Ensure any urgent issues are handed over out of hours for action

Groups after departure

• Follow up any open issues to resolution – investigation, communication, etc.;
• Root cause analysis with recommendations to the business on how to avoid recurrence of the issue if applicable;
• Complete reporting in a timely manner;
• 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/Mandarin essential;
• Other languages desirable among German, French, Italian, Spanish;
• Flexibility in hours including extended availability and willingness to act in an on-call capacity if needed;
• Proactive and customer focus;
• Strong problem-solving, negotiation skills and detail orientation;
• Demonstrated multi-cultural understanding and empathy;
• Multitasker with the capability to prioritise and meet deadlines;
• Ability to work independently under pressure;
• Versatility to work effectively as part of a wider team.

Measuring Success

• Positive feedback from clients and internal customers ideally demonstrating that G2 was positively promoted and actions have helped the Company's growth
• Resolution timeframe for issues
• Repeat business for exceptional groups
• Effective communication history
• All on the road contact details available to the Tour Leader within agreed timeframes ie. Driver/Guide contact numbers
• Acceptable level of itinerary mishaps & /or issues that should have been identified during reconfirmation and itinerary checks
• Recommendations for process and quality improvements
• Ability to demonstrate examples of cost minimisation to the business &/or groups
• Demonstrate support for market requirements and delivery to customer expectations

The Requirements

• You'll need to be able to communicate effectively with people at all levels over a variety of channels;
• Fluency in English is required. Speaking other European languages (especially Spanish, French, Italian, German & Portuguese) is highly desirable (additional payments available);
• Flexibility in terms of working hours and challenges;
• Team player;
• Strong focus on getting the job done;
• Determination to get things right first time every time;
• Data collection/inputting experience;
• Database administration and updating;
• Attention to details;
• Advanced Excel usage.

The Deal

Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience.
• Salaries are reviewed and discussed annually and can increase significantly according to experience.
• A genuine commitment to recognise your achievements.
• Hard work deserves a break, so we offer 15 days annual leave each year plus all public holidays.
• First class office environment which is a safe, comfortable, stimulating and fun place to be.
• Medical cover on Day 1 of employment
• We want you to eat well, so we offer you a rice allowance.
• Competitive transportation allowance
• Clothing allowance to support your professional and personal needs.
• Opportunities to travel at discounted prices.