AMEX Travel Advisor

Talentcloud.ai; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading travel solutions company in Petaling Jaya, Malaysia, is seeking an experienced customer engagement specialist. The role involves promoting tailored travel solutions, managing logistics, and exceeding sales targets while maintaining exceptional customer service. Ideal candidates have at least 5 years of experience in sales or customer service within the travel or hospitality sectors, along with strong communication skills in English, Malay, and/or Chinese. Proficiency in the Sabre system is also required.

Qualifications

• 5+ years of experience in sales and customer service, preferably in tourism or hospitality.
• Strong spoken and written communication skills in English, Malay, and/or Chinese.
• Knowledge of travel booking processes and customer service excellence.

Responsibilities

• Engage with customers to promote tailored travel solutions.
• Handle travel logistics including bookings and payments.
• Resolve customer complaints professionally and promptly.

Skills

Customer engagement

Sales and marketing

Problem-solving

Communication skills

Travel logistics

Education

Professional Certificates, Diploma / Advanced Diploma, Bachelor Degree in Business or related field

Tools

Sabre system

Job description

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 toachievecompany goalsbydriving 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 madewithinthe ServiceLevelAgreement (SLA)timeframetoachieveexcellenceincustomer 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 followthe 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.
• BeinvolvedinTravelandCompanyevents, whennecessary,i.e.,MASTravelFair,MATTAFair, exclusive Travel Talks, etc.
• Safeguard and not to disclose customer (personal and organization) details and our company’s confidential information
• Anyotherdutiesatthediscretionofthecompany.

Job 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