Travel Counselor (Kuala Lumpur)

Travel Counselor (Kuala Lumpur)

Job Purpose

The Travel Counselor position will be ensuring service to clients of Holiday Tours is adhering to Holiday Tours procedures, client’s service level agreement and policy. This person will report to the Senior Manager – Corporate Operations.

Job Responsibilities

• Handle and track all telephone, e-mail & walk-in enquiries, plan itineraries, make reservations, issue tickets / documents for clients, and report to the Senior Manager – Corporate Operations.
• Plan itineraries, make reservations, issue tickets for clients.
• Handle reservation requests related to hotel, car rental, coach, train, and flight bookings, reporting to the Team Leader, Division Manager, and Vice President.
• Provide clients with visa information and submit the application.
• Provide professional & up-to-date information on air fares & travel-related matters to clients and colleagues.
• Follow up on customer complaints.
• Ensure enquiries are handled / delivered on time.
• Handle and resolve customer complaints.
• Liaise, work closely, and build rapport (teamwork) with colleagues, assisting sales personnel, other departments, and branches on reservation / ticketing matters.
• Liaise and build rapport with airline personnel, hoteliers, and suppliers.
• Recommend process improvements and attend training.
• Provide on-the-job training for new team members.
• Safeguard and not disclose customer (personal and organization) details and company’s confidential information.
• Assist in Trade shows / Consumer shows when necessary (e.g., MAS Travel fair, MATTA, etc.).
• Ensure billing and chase for payment for outstanding invoices; no credit given to customers, friends, or travel agents unless authorized (written) by Head of Department.
• Ensure that all Standard Operating Procedures are adhered to.
• Any other duties at the discretion of the company.

Job Specification

Related Experience

Person Specification (Essential)

Benefits

If this opportunity excites you and ignites a fire inside to discover more, we would love to meet with you. Experience in the travel industry is a bonus but not a requirement. More importantly, would be your growth mindset and appetite for leading positive change in people and culture.

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