The key objective of this position is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise.Customer Service Executive are also expected to function as local PR agents and sales supports in order to maintain existing customer relationships and to promote future business.Customer Service Executive will also provide first contact point for all emergency situations that may arise, for example civil unrest, natural disaster or serious accidents involving customers

·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)

·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