*** We are looking for candidates to be based in Shanghai, China only for this role. ***

Overview of the role:
To handle hotel and supplier queries and other demands received by the Ops team. To ensure that FIT bookings are converted to closed sales in compliance with set service levels, business targets and standard operational procedures.

Key Responsibilities:

• Confirm bookings from allotment and free sale.
• Clear pending bookings which do not have a supplier reference.
• Clear on request bookings.
• Close cancelled bookings.
• Provide alternative accommodation for denied bookings.
• Respond within 24 hrs to all customer email requests.
• Encourage customers to make bookings via the online system rather than sending email requests.
• Liaise with Sales and Product to resolve customer issues with maximum efficiency.
• If an issue is ongoing to then liaise directly with hotels and suppliers to close complaint.
• Identify and solve system errors and limitations, report to Supervisor and I.T.
• Retain and convert business via providing an upmost level of customer service.
• Follow up mapping and payments with the accounts department.

Key Competencies:

• Customer Focus
• Problem solving
• Interpersonal skills
• Communication skill
• Team work
• Planning and organizing skills

Qualifications and Experience:

• Experience in customer service.
• Experience with an online booking system.
• Experience in the Travel industry.
• Good knowledge of each country specific requirements.
• Good English skills (written and verbal).