HRchannels Group ★ 4.3

Mô tả Công việc

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.

Yêu Cầu Công Việc

I. Travel Consultant Manager (B2B)

• Male/Female, aged between 28–35.
• Bachelor’s degree or higher.
• Minimum of 6 years of experience in the travel/tourism industry, with at least 3 years in a managerial or supervisory role focused on corporate customer service.
• Proficient in English (additional foreign languages are a plus).

II. Travel Consultant and Customer Care Manager (B2C)

• Female, Under 29 years old
• College or University graduate
• Minimum 5 years of B2C sales experience in the travel industry, including at least 2 years in a management role leading a B2C Sales/Consulting team
• Strong knowledge of the individual travel market, Inbound/Outbound tour products, accommodation services, and the airline industry