Travel Advisor

Holiday Tours & Travel Group; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading travel firm in Malaysia is seeking a highly motivated Travel Advisor to serve high net worth customers. This role requires experience in building customer relationships and arranging travel logistics. The ideal candidate will have at least 5 years in a related field, possess strong communication skills in English, Malay, and/or Chinese, and be proficient in the Sabre system. The successful applicant will work towards sales targets while ensuring excellent customer service and satisfaction.

Qualifications

• Preferably at least 5 years of related working experience.
• Preferably specializing in sales or marketing.
• Experience in the travel industry is an advantage.

Responsibilities

• Engage with potential and existing customers to promote products.
• Build and maintain personalized customer relationships.
• Arrange travel logistics including hotel bookings and flights.
• Handle customer complaints professionally and promptly.
• Achieve sales targets by collaborating with the team.
• Safeguard customer details and company information.

Skills

Good communication skills in English

Good communication skills in Malay

Good communication skills in Chinese

Proficient in Sabre system

Education

Professional Certificates, Diploma / Advanced Diploma, Bachelor Degree or equivalent

Tools

Sabre system

Job description

We are seeking a highly motivated Travel Advisor with experience in serving high net worth, luxury customers in any field or industry. Prior experience in the travel industry is an advantage.

Job Responsibilities

• Proactively Engage the Customer Database: Reach out to potential and existing customers, promoting and recommending products from brands under HTT’s portfolio that align with their preferences, needs and aspirations. Strive to achieve company goals by driving customer engagement and conversions.
• Build and Maintain Customer Relationships: Get to know our customers intimately and anticipate their travel needs, providing personalized solutions and insights surrounding the experiences that we recommend for them. Demonstrate a thorough knowledge of destinations, hotel options, flight options, and/or tour options to deliver value-added service.
• Creatively curate experiences and solutions: Upon booking customers’ Luxe hotel of choice, to offer innovative and tailored experiences to customers, providing detailed quotes and options that align with their preferences and expectations. Handle customer billing and payments accurately, ensuring a seamless transaction process.
• Arrange Travel Logistics: Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the ServiceLevelAgreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency.
• Address Customer Complaints: Handle customer complaints promptly and professionally, offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customers' satisfaction, maintaining a high level of customer service and professionalism. To follow the Standard Operating Procedures (SOP) on escalating complaints to Team Lead if unable to resolve.
• Achieve Sales Targets: Work closely with Team Lead to achieve sales and revenue assigned targets. Continuously seek opportunities to upsell and other travel services and experiences to customers.
• Foster Excellent Customer Reviews and High Net Promoter Score (NPS): Strive to exceed customer expectations at every interaction, aiming for positive customer reviews and a high NPS. Consistently provide exceptional service to build customer loyalty and promote brand advocacy.
• Be involved in Travel and Company events, when necessary, i.e., MASTravelFair, MATTAFair, exclusive Travel Talks, etc.
• Safeguard and not to disclose customer (personal and organization) details and our company’s confidential information.
• Any other duties at the discretion of the company.

Requirements

• Candidate should possess a Professional Certificates, Diploma / Advanced Diploma, Bachelor Degree or equivalent in All Business Field, Hospitality / Tourism / Hotel Management, All Services Field.
• Preferably at least 5 years of related working experience.
• Preferably specializing in Sales / Marketing or equivalent.
• Good communication skills in English, Malay and/or Chinese language for both spoken and written.
• Proficient in Sabre system and have knowledge on Ticketing flight booking.