Travel Advisor

Talentcloud.ai; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury travel company is seeking a motivated Travel Advisor to serve high-net-worth clients. The ideal candidate will manage travel logistics, engage with existing customers, and achieve sales targets while maintaining high service standards. Responsibilities include providing personalized travel experiences, resolving customer complaints, and fostering excellent customer reviews. Applicants should possess a diploma in Tourism or Business, along with experience in sales or customer-facing roles. This position may require shift work, including weekends and holidays.

Qualifications

• Diploma or Bachelor's Degree in a relevant field.
• Experience in sales or customer-facing roles.
• Proven track record of delivering customer satisfaction.

Responsibilities

• Engage customers through outreach and networking.
• Provide personalized travel solutions and experiences.
• Make arrangements and ensure they meet SLA timeframes.
• Handle customer complaints and provide timely resolutions.
• Achieve assigned sales targets through client engagement.
• Strive for positive customer reviews and high NPS.
• Participate in travel events and activities as necessary.

Skills

Customer engagement

Sales experience

Emotional intelligence

Personalized service

Problem-solving

Education

Diploma in Tourism & Hospitality Management or related field

Bachelor's Degree preferred

Tools

Travel booking systems

Microsoft Office Suite

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. 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. Drive revenue by actively engaging clients, acquiring new customers, upselling travel solutions, executing strategic sales plans, and continuously monitoring performance to adapt and optimize 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 Requirements

• Diploma in Tourism & Hospitality Management, Business Administration, or a related field. Bachelor's Degree preferred.
• Previous experience in sales and/or customer facing roles in any field or industry.
• Proven track record of delivering exceptional customer experiences and achieving sales targets.
• Proficiency in travel booking systems and relevant software applications an added advantage but not mandatory.
• Ability to handle customer complaints professionally and resolve issues to the customer's satisfaction.
• High degree of computer literacy and proficiency in Microsoft Office Suite.
• Ability to work in a fast‑paced, dynamic environment with changing priorities and deadlines.
• Willing to work in shifts including weekends and Public Holidays.
• Strong sense of ownership and responsibility to proactively respond to teammates, clients and partners, not just out of obligation, but with a commitment to delivering exceptional service—including outside standard office hours when required.