Website:
zenturatech.com
Job details:
About the Role
We are seeking a proactive and customer-focused Customer Care & Soft Sales Executive to join our growing tour operations team serving clients from the USA and the UK. The role focuses on providing exceptional customer support to travelers before and during their trips while ensuring seamless coordination with international suppliers and travel partners.
Key Responsibilities
- Conduct daily reconfirmations of next-day travel services, including hotels, transfers, sightseeing tours, and activities.
- Conduct daily guest satisfaction follow-ups, address feedback proactively, and encourage guests to provide post-tour written or video reviews on designated review platforms.
- Communicate directly with international suppliers to ensure all services are operating as scheduled.
- Welcome guests prior to travel and send travel documents in a timely and professional manner.
- Create and manage WhatsApp groups for travelers, introducing guests to fellow travelers and serving as the primary point of contact throughout the tour.
- Liaise with customers throughout their journey to provide assistance, guidance, and support.
- Handle special requests from travelers and coordinate their implementation with suppliers.
- Manage on-tour issues, service disruptions, and customer complaints promptly and professionally.
- Identify practical solutions to resolve concerns and turn challenging situations into positive customer experiences.
- Research and recommend restaurants, local attractions, and activities within walking distance of guests' accommodations.
- Suggest optional things to do during free time, non-activity days, and leisure periods to enhance the overall travel experience.
- Share personalized recommendations and travel tips with guests through WhatsApp groups and direct communication.
- Work closely with operations teams and supplier partners to ensure smooth delivery of services.
- Maintain accurate records of customer interactions and service updates.
- Assist with soft sales opportunities such as optional tours, upgrades, extensions, and additional travel services where appropriate.
- Encourage positive guest experiences that lead to strong reviews, referrals, and repeat business.
Required Skills & Qualifications
- Excellent spoken and written English communication skills.
- Strong customer service, problem-solving, and relationship-building abilities.
- Ability to remain calm and solution-oriented under pressure.
- Strong organizational and multitasking skills.
- Comfortable communicating with international suppliers and travelers from diverse backgrounds.
- Good internet research skills, including finding attractions, restaurants, and local recommendations.
- Proficiency in WhatsApp, email, and common office applications.
- Ability to work independently and take ownership of customer satisfaction.
Work Schedule
- Must be open to working afternoon, evening, and late-night shifts to align with US and UK business hours and support guests across multiple time zones.
- Availability on weekends and public holidays may be required based on tour departures and operational needs.
Preferred Experience
- Experience in travel, tourism, hospitality, customer support, or tour operations.
- Familiarity with group tours, FIT travel, hotel bookings, transfers, and sightseeing arrangements.
- Experience handling customer complaints and service recovery.
- Previous experience supporting US and UK clientele is an advantage.
What We Are Looking For
A candidate who genuinely enjoys helping people, can think on their feet, communicates confidently with international travelers, and takes pride in delivering exceptional service that creates memorable travel experiences.
Renumeration 30k - 35k depending on the experience of the candidate
Click on Apply to know more.