Customer Service Coordinator

5 months ago

Jakarta, Indonesia Kuoni Tumlare Full time

**About Kuoni Tumlare**:
At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

**About the Business**:
Our Destination Management services form the core of our business. Together with our destination experts, our sales teams generate business and shape itineraries suited to our customers’ needs with real-time insider knowledge. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry-free.

**About the Role**:
The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. This role will also provide first contact point for all emergency situations that may arise, also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business.

**Responsibilities**:
Quick communication within internal teams at the time of emergency cases.
- Deal with customer’s queries, complaints as well as supplier/hotelier.
- Check itineraries to make sure they are feasible and will run smoothly.
- Regular service quality checks and monitoring of services provided on tours.
- Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc.
- Adhere to company standards, work on general operations and use all in-house IT tools effectively.
- Undertake project work as required, under suitable guidance.
- Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.
- Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.
- Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.
- Build and maintain good internal relationships with a broad range of internal stakeholders including Sales, Operations and Reservation teams.

**Requirements**:

- 1- or 2-years’ experience in customer service/travel industry/call centre, is desirable.
- Travel industry market & culture understanding/experience.
- Business level of English is essential (both verbal and written).
- Any other language is desirable (e.g., Italian, French, Spanish, German).
- Good communication skills.
- Computer literacy - experience in working with Microsoft Office.

**We are looking for a person with**:

- Good knowledge of destinations & service in Europe.
- Experience of handling groups as tour manager in Europe for minimum 5 years.

**What we offer**:

- Opportunity to work in an international environment.
- Diverse & Inclusive culture.
- Learning and training opportunities for growth.
- Dedicated Employee Engagement Activities.

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