Specialist - Customer Care

دوام كامل في Red Sea Global في Saudi Arabia

نُشرت يوم February 4, 2025

تفاصيل الوظيفة

Job Purpose: The Customer Care Specialist serves as the primary point of contact for clients engaging with our Destination Management Company (DMC). This role is critical in building strong client relationships and delivering an exceptional customer experience. The position focuses on managing incoming requests and inquiries via multiple communication platforms, generating sales leads to acquire new clients, and understanding customer needs to ensure satisfaction and loyalty. Success in this role is measured by maintaining high service standards, delivering timely and effective responses to customer inquiries, and achieving superior customer satisfaction rates. Job Responsibilities: Customer Communication:

Efficiently handle a high volume of inbound calls, emails, and WhatsApp messages, responding promptly and effectively.
Identify and generate sales opportunities while upselling services tailored to each guest's unique needs.
Build and maintain trustful relationships with customers through consistent and engaging communication.
Provide accurate and detailed information using tools such as the online booking system, contact center solutions, and email ticketing system.

Booking Management:

Manage bookings for customers and operators, ensuring accuracy and smooth processes.
Prepare and present sales proposals to meet and exceed sales targets.
Update customer and booking details promptly and accurately in the CRM system.

Customer Support:

Understand customer requirements to ensure satisfaction and foster long-term loyalty.
Address customer complaints quickly, providing appropriate solutions within specified timeframes and following up to ensure resolution.
Deliver a personalized and exceptional experience for VIP and luxury customers.

Administrative Tasks:

Maintain accurate records of customer interactions and accounts while managing necessary documentation.
Gather and analyze customer feedback to identify areas for improvement and suggest service enhancements.
Monitor and follow up on pending bookings or issues to ensure timely resolution.

Qualifications and Experience:

Bachelor's degree or diploma in a relevant field.
Minimum of 1 year of experience in a similar role.

Skills:

Proficiency in English.
Strong customer focus with excellent problem-solving skills.
High attention to detail to ensure accuracy in bookings and communication.
Proactive attitude with a sense of ownership and accountability.
Ability to work effectively in a fast-paced environment and manage high volumes of inquiries.
Exceptional interpersonal skills to build and sustain strong customer relationships.

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