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.
WORKING TIME AND LOCATIONS
- This role will work on UK and Ireland business hours:
- 09:00 – 17:00 UK and Ireland time / 15:00 – 23:00 Vietnam time
- The working days are:
- Monday – Friday (Saturdays and Sundays off).
- The working location is:
Monday– Friday:
- 3pm – 6pm Vietnam time at TMG Hanoi office
- 7pm – 11pm Vietnam time at home
MAJOR TASKS
Operations
- 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)
Procedures/Process
- Ensure ViVu Journeys ISO compliance across all aspect of operations
REQUIREMENTS
Experiences
- 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
- Experience in working under pressure / multi-tasking
Qualifications
- Minimum bachelor’s degree
Skills
- 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
- French and/or German language skills desirable
Knowledge
- Knowledge of the UK and Ireland
- Understanding the fast-paced sales environment
Attributes
- 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.
- Flexible and able to work odd hours, with uncertainties/changing priorities and under pressure
WHAT WE OFFER
- A competitive package with highly attractive bonuses
- Vibrant culture and working environment
- Generous annual leave
- Training courses with great career development opportunities
HOW TO APPLY
Please submit your resume and letter of interest to jobs@tmgroup.vn
