Job title: Customer Care Executive
Job type: Permanent
Emp type: Full-time
Industry: Shared Services / Global Business Services (GBS)
Expertise: Administration & Facilities
Location: Makati City
Job published: 2022-06-06
Job ID: 35060

Job Description

KEY RESPONSIBILITIES

  • Checks mobile phone / phone application and ensures that calls are directed to the coordinators on the current shift
  • Verifies the allocation of groups according to the direct manager’s directions and selects the groups they will take care during the day
  • Reads and process incoming emails
  • Proposes solutions to optimize the flow of coordination activities (suggestions for changing working procedures, improving collaboration / communication with partners, etc.)
  • Receives incoming calls to coordination numbers
  • Updates the coordination report after any action taken
  • Sends coordination reports (group status) to all involved departments (client ops, other departments, etc.)
  • Processes the amendments required for the coordinated groups
  • Takes appropriate action in case problems occur and affect the coordinated groups, according to the working procedures (offers support for services and hotels reservation requested by the tour leader or G2 sales offices)
  • Initiates calls to tour leaders to provide support to solve all issues occurred and to provide information
  • Checks the feasibility of the coordinated itineraries
  • Checks the services that were not confirmed when the tour started and keeps informed the tour leader
  • Maintains contact by phone, email or messages with tour leaders, suppliers, and client ops.
  • Sends the hand over email including urgent actions to be carried out by the colleagues on the next shift
  • Meets the Tour leaders whenever possible
  • Builds and maintains a good working relationship of collaboration / communication with partners and team by implementing any projects or activities requested by superiors

QUALIFICATIONS & REQUIREMENTS

  • Meet the required tasks and objectives set by the direct manager
  • Excellent communication skills and relationship with colleagues, customers, and suppliers.
  • Problem solving abilities
  • Customer orientation, crisis management
  • Flexibility and adaptation skills to a dynamic work environment.
  • Planning, organizing, and working with deadlines skills.
  • Attention to details
  • Teamwork
  • Analytical and numerical skills.

Work Schedule: MidShift
Work Setup: On Site

Office Location: Ortigas, Metro Manila