Timely and Accurate Reconfirmations: Ensure all reconfirmations are completed swiftly and with accuracy to avoid service disruptions.
Outbound Coordination: Conduct outbound calls to reconfirm bookings with various suppliers, including hotels, helicopters, trains, transfers, taxis, car rentals, and direct vendors.
Proactive Reservation Management: Proactively source alternatives for advance or urgent customer reservations, ensuring seamless service delivery.
Reservation Verification: Confirm availability and secure bookings for hotels, activities, and restaurant reservations.
SLA Compliance: Address and resolve requests within the defined Service Level Agreement (SLA) timeframe.
Email Management: Monitor and respond promptly to emails from clients, agencies, suppliers, and internal departments.
Case Management: Document each client request in detail, create and assign corresponding cases to the Back Office (BO) team, and track progress to completion.
Dashboard Maintenance: Continuously update ticket statuses on the Dashboard—including adding reminders, editing details, and closing completed cases.
Team Collaboration: Actively participate in team task distribution to prevent backlog and ensure balanced workloads.
Real-Time Productivity Tracking: Utilize software in monitoring and logging productivity metrics in real time.
Task Ownership: Accept and complete delegated tasks from the Front Office (FO) with accountability and professionalism.
Proactive Supplier Engagement: Initiate outbound calls to a diverse network of suppliers, Destination Management Companies (DMCs), and tour operators across Japan. This involves cultivating strong relationships to secure the best rates, exclusive deals, and comprehensive information on travel products and services.
Take ownership of cases that require intervention due to language barrier issues.
Requirements
Requirements:
Fluency (English): Essential for effective communication, both written and verbal, with clients and suppliers
Industry Experience: Prior experience in customer service or a travel-related role is highly desirable. Experience with specific travel platforms, such as Expedia, is advantageous.
Core Competencies:
Exceptional organizational and time-management capabilities.
Proven ability to thrive in a fast-paced environment, effectively prioritizing urgent tasks.
Work Logistics:
Flexibility to work onsite on shifting schedules, including evenings and weekends, as necessary.
Preference for candidates residing within the Makati area (e.g., Pasay, Mandaluyong).
Benefits
Benefits:
Night shift differential (when applicable, as some shifts are daytime)
HMO and other government mandated benefits
Monthly Attendance Bonus
Full time employment opportunity depending on performance
Skills Required
- Fluency in English
- Prior experience in customer service or a travel-related role
- Flexibility to work onsite on shifting schedules
What We Do
iScale Solutions is a full-service outsourcing company providing staff augmentation, IT services, business process outsourcing, digital marketing, creative solutions, and managed IT support.
