SENIOR TRAVEL ADVISOR

Talentcloud.ai; Petaling Jaya; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading travel consultancy is seeking a highly motivated Travel Advisor to serve high-net-worth, luxury customers. The ideal candidate should possess strong emotional intelligence and excellent communication skills in English and Malay. Responsibilities include making personalized travel arrangements, addressing customer complaints, achieving sales targets, and fostering excellent customer relationships. Candidates with a degree in Hospitality or at least 3 years of experience are preferred. Join a supportive team dedicated to exceptional customer experiences.

Qualifications

• Preferably at least 3 years of related working experience.
• Experience in serving high-net-worth, luxury customers is an advantage.
• Preferably an Executive specializing in Customer Service or equivalent.

Responsibilities

• Reach out to potential and existing customers to promote products.
• Offer tailored travel solutions and prioritize support.
• Make travel arrangements including hotels, flights, and transportation.
• Handle customer complaints promptly and professionally.
• Work closely with Team Lead to achieve sales targets.
• Strive to exceed customer expectations and achieve high NPS.

Skills

Good communication skills in English

Good communication skills in Malay

High degree of emotional intelligence

Ability to actively listen

Ability to think quickly

Education

Diploma / Advanced Diploma, Bachelor Degree or equivalent in Hospitality / Tourism / Hotel Management, Mass Communications

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.

The ideal candidate possesses a high degree of emotional intelligence, the ability to actively listen and understand customer needs, and the ability to think quickly on their feet. Your primary responsibility will be to treat each customer as the most important person in the room or on the call, delighting them at every point of communication and surprising them in unexpected ways and be part of the team to drive revenue growth.

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. Actively connect with clients through planned sales calls and visits, strengthen relationships for long‑term retention, attract new customers through referrals and networking, and create more travel opportunities through upselling and personalized service.

Build and Maintain Customer Relationships

Get to know our customers intimately and anticipate their travel needs, providing personalised 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 services. Offer tailored travel solutions, priority support, and seamless booking with exclusive deals, ensuring a superior experience over self‑booking.

Arrange Travel Logistics

Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the Service Level Agreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency. Handle customer billing and payments accurately, ensuring a seamless transaction process.

Address Customer Complaints

Handle customer complaints promptly and professionally, offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customer’s satisfaction, maintaining a high level of customer experience and professionalism. 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. Drive revenue by actively engaging clients, acquiring new customers, upselling travel solutions, executing strategic sales plans, and continuously monitoring performance to adapt and optimise sales efforts.

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., MAS Travel Fair, MATTA Fair, exclusive Travel Talks, etc.

Any other duties at the discretion of the company.

Job Requirement

• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Hospitality / Tourism / Hotel Management, Mass Communications
• Preferably at least 3 years of related working experience.
• Preferably Executive specialising in Customer Service or equivalent.
• Good communication skills in English, Malay language for both spoken and written

If this opportunity excites you and you would like to discover more, we would love to meet with you. HTT is looking for high performance talents and welcomes all qualified candidates to apply. We celebrate diversity and are committed to creating an inclusive, conducive and collaborative environment for all employees.