Customer Relations & QC

About the role

• The Customer Relations and Quality Control Coordinator is responsible for managing client support, complaint handling, and the overall quality of tour services.
• This role also oversees company branding and internal communications, and plays a central role in crisis management and service innovation.

Responsibilities

• Customer Relations; Complaint Handling o   Manage client support for VIP clients and handle all complaint cases. o   Coordinate and prepare complaint reports to agents in a timely and professional manner. o   Manage complaint escalation and resolution in accordance with company procedures.
• Quality Control; Supplier Audits o   Conduct quality, health, and safety audits with suppliers to ensure service standards and liability compliance. o   Proactively identify service quality issues and implement corrective actions. o   Lead crisis management responses and drive product updates and innovation.
• Branding; Internal Communication o   Oversee company branding including client materials, design, advertising, and communications. o   Manage and ensure consistency of agent signage and client-facing presentation materials. o   Implement internal training programmes and communication flow improvements to enhance coordination between teams and offices.
• General Management
• Support additional tasks as assigned by the MD/GM.

• Requirements: o   A genuine interest in and passion for the hospitality and tourism industry. o   Excellent communication and interpersonal skills. o   Good negotiation skills and strong attention to detail. o   Good command of English. o   Ability to work independently and as part of a team. o   Proficient in Microsoft Office applications and relevant tools. o   Able to work well under pressure and manage multiple priorities. o   Be familiar with our sustainability policy and code of conduct, and all things sustainable on the Responsible Travel page of our website.
• Benefits: o   Attractive Income Negotiable; o   Stable job. Friendly, professional working environment; o   Colleagues friendly and helpful; o   Health insurance and social insurance; o   Yearly review salary; o   12 days’ annual leave per year; o   Career development will be offered commensurate with the responsibilities and qualifications. o   Days off: Saturdays and Sundays