• Handle all incoming calls for Group customers travelling within GTS territories. 

• Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise. 

• Monitor / spot check the quality of suppliers through services provided. 

• Check itineraries to make sure smooth running of tours and itinerary feasibility as/when require. 

• Meet / greet clients / tour leaders during and outside office hours as/when require. 

• Attend tours, inspections, or provide onsite inspection / support if/when required during and outside office hours in & outside of UK. 

• Business trips (within and EMEA and possibly to sales offices) are required 

• Assign and allocate services if / when required. 

• Collect business intelligent information to assist generating future business. 

• Carry an emergency after-hours mobile phone if / when required 

• Work on shift hours pattern including weekends and bank holidays, weekday as/when require. 

• Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required. 

• Previous experience in customer service / travel industry essential 

• Travel industry market & culture understanding desirable 

• Good written and verbal English skills are essential 

• Native level fluency in Mandarin is essential (both verbal and written) 

• Knowledge of any third language of French, Italian or Spanish is desirable. 

• Strong experience and good market, culture knowledge for APAC / EMEA region is essential 

• Strong problem solving skills 

• Ability to multitasking, prioritize and meet deadlines 

• Excellent communication and organizational skills 

• Ability to work under pressure and work independently 

• Ability to build good relationships with suppliers and clients to promote company image 

• Motivated and a team player with pro-active attitude 

• Computer literature – experience in working with Microsoft packages is desirable 

• Good business reporting / statistic producing skills are preferred 

• Basic knowledge of the AS400 system (for internal candidates) 

• High level of flexibility and adaptability in handling changes as the company evolves