Purpose of the role The CS Manager at Asian Trails Malaysia will be managing Customer Service department within the company. The position requires maintaining service level agreement (SLA) by overseas agent, ensuring that every aspects of a booking complies with the requirement and contract, perform investigation on complaints and disputes as well as preparing contingency and compensation plan in-line with the company policy. The position will also include active involvement in sustainability projects and compliance. Overall responsibilities \xe2\x80\xa2 Manage issues pertaining operations and customer service while providing contingency/compensation plan for complaints during the tour and post-tour. \xe2\x80\xa2 Proactively identify and implement new SOPs and solutions to constantly improve service levels and performance. \xe2\x80\xa2 Empower Customer Service team to meet operational goals and Kuoni\xe2\x80\x99s NPS annual target. \xe2\x80\xa2 Monitor and strengthen relationship with ground suppliers and tour providers by maintaining high level of cooperation, quarterly assessment and training. \xe2\x80\xa2 Participate in new product research and development ensuring health and safety compliance as well as sustainability measures are being implemented. \xe2\x80\xa2 Facilitate in Asian Trails group marketing activities (acquiring new products, destination updates, article write-ups and managing content deadlines). \xe2\x80\xa2 Goal setting, performance review and appraisal of all department members. \xe2\x80\xa2 Monitor and provide training to the Customer Service Representative. \xe2\x80\xa2 Lead coordinator for Travelife sustainability compliance, implementation and certification for Asian Trails Malaysia. Qualifications, skills and requirements \xe2\x80\xa2 Bachelor Degree/Higher Education in the hospitality and tourism industry \xe2\x80\xa2 Minimum 8-10 years experiences in a travel & tourism company \xe2\x80\xa2 Minimum 5-8 years experiences in managerial level. \xe2\x80\xa2 Proven track record of individual or group handling capabilities. \xe2\x80\xa2 Having a capability in developing standard, quality management, coordination and coaching techniques. \xe2\x80\xa2 Good command of English \xe2\x80\x93 both verbally and in writing \xe2\x80\x93 is essential \xe2\x80\xa2 Knowledge of Malaysia and its destinations is a must \xe2\x80\xa2 Experience with Destination Management software is an advantage \xe2\x80\xa2 Excellent command of Microsoft Office applications (Excel, Word, Outlook) and excellent computing skills \xe2\x80\xa2 Able to work under pressure, meet tight deadlines and work flexible hours during peak season. A "Can Do" attitude and positive thinking that includes creative thinking is an asset \xe2\x80\xa2 This position is only open for Malaysian & foreign nationals
Since our inception in 1999, Asian Trails has grown to become the leading destination management company in Asia with full-service operations in countries across East and South East Asia. Our portfolio of services is highly diverse and includes wholesale leisure arrangements, meeting and conference organization, team building, incentive travel, airport transfers, hotel bookings and a range of tour packages that includes cultural, historical, social and adventure-based programs. Headquartered in Bangkok, we operate in Cambodia, China, Indonesia, Laos, Malaysia, Myanmar, Thailand and Vietnam. Our specialist destination management professionals provide the best leisure and travel services available on the market. We take our leisure guests beyond the window of a tour bus to the Real Asia so that they smell, taste, touch and experience the beating heart of every place they visit.
Bachelor\'s or Equivalent