Customer Service Associate - Mandarin
Destinations of the World
Manila, Philippines
1d ago

General Scope of the job : Handle hotel and supplier queries and other demands received by the Customer Service team and 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 framed free sale /

Clear pending bookings which do not have supplier reference /

Clear on request bookings /

Close cancelled bookings /

Provide alternate accommodation for denied bookings /

Respond within SLA to all customer phone and email requests /

Promote the DOTW online system /

Liaise with Sales and Product to resolve customer issues with maximum efficiency /

If 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 /

Retain and convert business via providing a high level of customer service /

Follow up mapping and payments with the accounts department /

Key Competencies : Enhanced customer service Problem solving skills Interpersonal skills Communication skills Teamwork Planning and organizing skills Qualifications and Experience : Business fluent in Mandarin and English communication skills (both oral and written) Candidate must possess at least a Vocational Diploma / Short Course Certificate in any field 2-4 years customer service experience Experience with an online booking system Experience in Travel or Hospitality (Hotel) industry a plus Ability to use MS Office applications Can work shifting schedules / holidays / weekends

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