Customer Service Coordinator

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November 20

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Kuoni Tumlare

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Travel • Event Management • Sustainability

Kuoni Tumlare is a global company that specializes in connecting cultures through responsible and innovative products and solutions. With over 100 years of experience in destination management, the company offers a wide range of services including destination management, leisure and private tours, meetings and events, and travel consulting. Kuoni Tumlare also develops and leads congresses and provides digital tools to enhance the travel and event experience. The company is committed to corporate social responsibility and sustainability, contributing to communities through international initiatives. With a focus on providing stability and agility, Kuoni Tumlare aims to provide maximum value to clients, suppliers, and society at large.

1001 - 5000 employees

Founded 1920

📋 Description

• Handle all incoming calls, emails, chats for customers travelling within the Company’s European territories. • Deal with customer’s queries, complaints as well as supplier/hotelier. • Check itineraries to make sure they are feasible and will run smoothly. • Regular service quality checks and monitoring of services provided on tours. • Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc. • Adhere to company standards, work on general operations and use all in-house IT tools effectively. • Undertake project work as required, under suitable guidance. • Work on shift hours pattern including night shift, weekends, and bank holidays as/when require. • Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise. • Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required. • Build and maintain good internal relationships with a broad range of internal stakeholders including Sales, Operations and Reservation teams. • Quick communication within internal teams at the time of emergency cases

🎯 Requirements

• 1- or 2-years’ experience in customer service/travel industry/call centre, is desirable. • Travel industry market & culture understanding/experience. • Business level of English is essential (both verbal and written). • Any other language = desirable (e.g., Italian, French, Spanish, German). • Good communication skills. • Computer literacy – experience in working with Microsoft Office. • Experience of handling groups as tour manager in Europe for minimum 2 years would be preferable. • Customer experience at Hospitality industry would be preferable. • High level of customer service mindset would be one plus for qualifications review. • Retired tour leaders would be taken as priority but need to have fluent communication in both Mandarin and English.

🏖️ Benefits

• Handle all incoming calls, emails, chats for customers travelling within the Company’s European territories. • Deal with customer’s queries, complaints as well as supplier/hotelier. • Check itineraries to make sure they are feasible and will run smoothly. • Regular service quality checks and monitoring of services provided on tours. • Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc. • Adhere to company standards, work on general operations and use all in-house IT tools effectively. • Undertake project work as required, under suitable guidance. • Work on shift hours pattern including night shift, weekends, and bank holidays as/when require. • Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise. • Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required. • Build and maintain good internal relationships with a broad range of internal stakeholders including Sales, Operations and Reservation teams. • Quick communication within internal teams at the time of emergency cases