Uhi - Operations Executive Leader - Egypt

3 weeks ago

مصر, Egypt WebBeds Full time

The Operations Executive Leader ensures exceptional customer service standards and maintain clients’ satisfaction by answering clients’ quires; fulfill needs. Suggesting information about products and services and his role involves working on travel requirements for leisure as well as corporate/ business and prepare correspondences.

**J**ob Title: *Operations Executive Leader
**Department**: **Customer Service
**Location (primary)**:Egypt

**Key **Responsibilities**:

- Responsible to answer all inquiries ensuring that every customer is served in an efficient, thorough and courteous manner.
- Responsible to ensure all required tasks are completed accurately and within given time frames.
- Handling daily Responds to inquiries and makes reservations if needed.
- Performing inbound and outbound calls to assist the customer with past, current, and future bookings.
- Building close working relationships with clients and suppliers.
- Handling LOH customer remarks.
- Checking pending folders and update premier agents on daily basis.
- Identifying and escalating issues for resolution.
- Dealing with occurring travel problems, complaints and refunds.
- Coordinating with Sourcing & hotels and TPS to solve on spot issues.
- Handling DC & TPS Book out’s, Relocation with coordination of BDM’s.
- Notifying agencies in event of wrong rate or availability issue.
- Reporting customer concerns and any system issues to management & team.
- Handling offline requests.
- Attending departmental meeting and training when requested.
- Handling additional responsibilities as and when delegated by the Management.
- Maintaining the strategic operations goals and achieve targets.

**Essential Qualifications and Knowledge**:

- High school graduate /a bachelor’s degree.
- Fluency in English language is a must, multilingualism is preferable.
- Basic computer proficiency.

**Essential **Experience, Skills and Behavioural Requirements**:

- Travel Trade Experience, Tourism industry, or relevant field.
- Communicate with warmly and approachable way and positive spirit.
- Show caring and understanding of other’s needs and provide exceptional services.
- Take responsibility, feel personally accountable for accomplishment of tasks and assignments efficiently and effectively.
- Be knowledgeable and empowered to achieve high results to ensure the highest level of service.
- Ability to multi-task, prioritize and manage time effectively.
- Applies knowledge and techniques and can develop on them to achieve expected performance in their job/ role assigned.
- Customer orientation and ability to adapt/respond to different types of characters.
- Proven customer support experience, and very good phone contact, communications, handling skills and active listening with high efficiency.
- Develop his skills and prepare for what’s next.
- Adaptability, and ability to Work under Pressure.
- Takes time out to connect and demonstrate active listening.
- Follow the communication procedures, guidelines and policies, and Go the extra mile to engage customers.
- Develops creative and innovative environment within department.
- Think and reacts positively towards the new ideas.
- Build the case for change and innovation.
- Finds new ways to achieve better results.
- Support and investigate the resolution of important problems.
- Escalate issues and eliminate barriers to progress.
- Exceptionally high levels of motivation, working both independently and as part of a team.
- Understand and aligned with goals and objectives.
- Work with and through others to execute and achieve plans of the organization.
- Follow up with customers to ensure their requests have been addressed.
- Work closely with clients on complaints and sensitive issues to rectify problems and improve their experience.
- Ability to work a flexible schedule including non-traditional shifts/hours such as afternoons, weekends, and holidays.

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