Customer Experience Representative (Neom)

29 سبتمبر، 2022

0 36 2 دقائق

الوصف الوظيفي

Compile and collate all client documentation i.e. Itineraries, Welcome kits etc. prior to the client's arrival, ensuring all relevant information is available for client for their visit to the destination.
Engage with clients where required/assigned and brief them upon arrival, covering all aspects of services booked. The briefing should also cover the facilities provided at the Hotels/Resorts and general information on KSA, including historical locations, culture, traditions, customs, and practices they should be made aware.
Assist clients with additional service requirements e.g restaurants and assist with table bookings, sharing records of bookings made for HO to continually assess product and commercials with establishment.
Compile and submit summary of any local sales made directly to clients (cash or credit cards) on a weekly basis to the department to ensure that all sales are accounted for accurately and correctly.
Ensure that all formalities such as flight re-confirmation and return transfers to the airport are correctly booked by the relevant supplier and provide the necessary information to the clients.
Deal with client complaints in a sympathetic and empathetic manner and investigate the complaint as required. Provide timely (immediate or maximum in 12hrs) and accurate feedback to Head Office, highlighting any complaints made by clients and/or any issues experienced with suppliers, along with the necessary remedial action taken in each circumstance.
Report all service delivery shortfalls and potential grievances and monitoring service delivery in order to ensure that timely action is taken. On occasions will be required to investigate the problem and prepare a report summarizing the findings.
Monitor and provide details of competitor activity/products to HO on weekly basis, to continually review our offering and benchmark of services against our competitors.
Deliver superior customer service, manage customer issues and understand customer travel needs.
Work closely with the Customer Experience Centre team to ensure all required information related to client services is accurately communicated and coordinated.
This is a shift based, customer interfacing role requiring mobility and passion for travel, and for KSA Tourism.

Experience :

Must have 1-2 years’ experience in the Travel, Tourism or Hospitality industry

المهارات

Knowledge :

Possesses excellent customer service skills and client-needs sensitivity.
Must know the KSA destinations and understand the International Tour Operator Industry.

Technical Skills :

Demonstrate computer literacy skills specifically MS Office Applications i.e.MS Word, MS Excel and MS PowerPoint and comfortable with using travel related technology platforms.

Language Skills :