Operations & Customer Service Coordinator

vor 2 Wochen

Zurich, Schweiz Kuoni Tumlare Vollzeit

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destination experts - enabling us to make a real difference to the world.

Our Destination Management Services form the core of our business. Together with our destination experts, our sales and account management teams generate business by partnering with our customers (Tour Operators, Travel Agencies) to shape exciting itineraries suited to their traveler’s needs. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free.

As **Customer Service & Operations Coordinator**, your key objective is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. Customer Service & Operations Coordinators are also expected to function as local PR agents and sales support in order to maintain existing customer relationships and to promote future business. Customer Service & Operations Coordinators will also provide first contact point for all emergency situations that may arise i.e. civil unrest, natural disaster, serious accidents involving customers etc.

**The key activities are**:

- Handle all incoming calls, including inquiries, changes on the spot, problem solving and trouble shooting from Group customers (tour leaders)
- Book and confirm extra service when required
- Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise
- Complaint handling of on-going and post
- tours (handle, investigate, negotiate compensation with suppliers to wave extra cost, and etc.)
- Monitor/Spot check the quality of services provided
- Supplier education on culture of markets
- Coordinate with local operations team and provide best support to customers
- Check itineraries to make sure smooth running of tours and itinerary feasibility as/when required
- Provide clear, detailed reports following interaction with clients and/or other inspections and spot checks etc.
- Provide support to Sales Office with prompt feedback of the tour and suggestions
- Meet/Greet clients/tour leaders during and outside office hours when required
- Attend tours, inspections, or provide onsite inspection/support if required
- Collect business intelligent information to assist generating future business for Sales Offices
- Any other ad-hoc duties, such as general operations, masterdata, administrative or co-ordination tasks as required

**To succeed in this role, you should have**:

- Native level fluency in Korean and/or Mandarin is essential (both verbal and written)
- Good written and verbal English skills are essential
- Previous experience in customer service/travel industry desirable
- Travel industry market & culture understanding desirable
- Good written and spoken level of German or French is preferred
- Strong experience and good market, culture knowledge for Switzerland is essential
- Computer literature - experience in working with Microsoft packages is desirable
- Good business reporting / statistic producing skills are preferred

**We are looking for a person with**:

- Ability to work under pressure and work independently
- Motivated and a team player with pro-active attitude and collaborative spirit
- Strong problem-solving skills
- Delivering Results
- Focusing on Customers & Suppliers
- Skills in Communicating

**What We Offer**:

- Opportunity to work in an international environment
- Diverse & Inclusive culture
- Learning and training opportunities for growth
- Dedicated Employee Engagement Activities
- Flexible & Hybrid Working

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