POSITION PURPOSE
The Operations Executive works within the operations team and other departments for consistent implementation of reservations and operations process in the UK and Ireland. This position will provide outstanding customer service and ensure the bookings of all services are confirmed and operated with suppliers’ accurately and efficiently, to an agreed time limit. This role is an essential link between the sales and operations departments. An eye for detail and an attentive client-driven nature is necessary.
*Please note this role is based in our head office in Hanoi but will work on UK and Ireland business hours.
MAJOR TASKS
- Book and fulfil all components of tours (Both FIT and GIT)
- Plan tours with great detail including hour by hour timings
- Liaise with customers sales teams to communicate final tour documentation and any short notice changes prior to departure on during guests travel
- Develop and maintain outstanding ViVu Journeys customer service standards
- Share of duty on the out of hours phone line (hotline)
- Service all internal and external inquiries professionally and efficiently within 24 hours or according to business needs
- Resolve customer service issues to customer’s satisfaction with appropriate corrective and preventive measures
- Control quality of trips (target rating from passenger feedback and other monitoring system), regularly conduct quality controls (on spot, mystery checks, mystery guests, feedback forms)
- Ensure ViVu Journeys ISO compliance across all aspect of operations
QUALIFICATION AND SKILL REQUIREMENTS
- Minimum 1-year operations experience
- Minimum 1-year experience in travel industry
- Excellent command of both written and spoken English
- Must be proficient using technology and working with software applications
- High degree of customer service and satisfaction
- Minimum bachelor’s degree
- Solid teamwork and communication (both verbal and written) skills
- Fluent in written and spoken English
- Flexible and able to work with uncertainties and changing priorities
- Ability to problem solve and make decisions
- Multi-tasking
- Excellent interpersonal and presentation skills across a variety of cultures
- A self-starter able to work independently and as part of a team to meet deadlines and targets.
- Ability to work outside normal office hours when required.
- Customer centric with commitment to high standards of service delivery
- High attention to detail & strong time/priority management skills
- Be personally aligned with ViVu Journeys values
- Knowledge of the UK and Ireland
- Hungry – self-motivated and diligent, constantly thinking about the next step and the next opportunity.
- Humble – quick to point out the contributions of others, share credit, emphasize team over self and define success collectively rather than individually.
WHAT WE OFFER
- A competitive package (13-18 million VND Gross)
- Vibrant culture and working environment
- Generous annual leave
- Great career development opportunities
