Dream Job Alert!
Salary up to $1200/month awaits! We are recruiting Travel Consultant Manager (B2B) and Travel Consultant & Customer Care Manager (B2C) for a Travel company
I. Travel Consultant Manager (B2B)
- Receive and process service requests from corporate clients, including air tickets, hotel bookings, visas, travel insurance, transportation, and more.
- Ensure high service quality, handle issues as they arise, and maintain client satisfaction throughout the customer journey.
- Act as a coordinator between clients, internal teams, and external partners to ensure seamless service delivery.
- Manage, train, and develop the team of Travel Consultants to enhance performance and service standards.
- Allocate resources effectively, build budgets, and monitor the Profit & Loss (P&L) for the Travel Management division.
- Propose and participate in developing strategic plans for corporate travel service growth.
- Maintain and expand relationships with existing corporate clients, ensuring contract renewals and increasing customer loyalty rates.
- Support marketing activities, networking events, and project bidding processes in collaboration with related departments.
- Recommend new products/services and develop comprehensive travel solutions tailored to corporate clients.
- Report business performance and market trends to the Commercial Director.
II. Travel Consultant & Customer Care Manager (B2C, ID 19379)
1. Sales & Revenue Management
- Develop and implement sales targets for individual travelers (B2C segment) on a monthly, quarterly, and yearly basis.
- Manage sales operations and promptly direct the resolution of business-related issues.
- Monitor and analyze sales performance; prepare and present reports to upper management.
- Collaborate with the Product Development team to design tour packages tailored to different customer segments.
- Conduct market research to identify potential markets and monitor market fluctuations; analyze customer behavior and competitor activities to inform strategic proposals.
- Perform other reports and tasks as assigned by senior management.
2. Team Management – Travel Consultants & Customer Service
- Recruit, train, and develop the Travel Consultant and Customer Service team.
- Build consultation scripts, sales procedures, and customer care workflows based on tour product lines.
- Evaluate KPIs, productivity, and service quality of team members to ensure professional customer service.
3. Customer Service & Service Quality
- Oversee end-to-end customer service processes, from initial inquiries to post-sale support.
- Ensure consistent customer experience, handle complaints and feedback in a timely and effective manner.
- Implement customer loyalty programs, including membership cards, rewards for returning clients, and satisfaction surveys.
- Utilize CRM systems to manage customer data, monitor transaction history, and analyze customer behavior.
4. Cross-functional & Partner Collaboration
- Work with the Digital Marketing team to execute campaigns targeting individual travelers.
- Liaise with the Product Development and Operations teams to design and optimize tour products.
5. Process Management & Continuous Improvement
- Propose improvements to the sales system, pricing policies, promotions, and customer service programs.
- Oversee the effective execution of business plans, ensure service quality, and optimize operational processes.
- Manage shared databases, build standard operating procedures (SOPs), and take full responsibility for the department’s operations.
