Customer Service Manager (Malaysia)

Purpose of the role

The CS Manager at Asian Trails Malaysia will be managing Customer Service department within the destination. The position requires maintaining service level agreements (SLAs) with overseas agents, ensuring that every aspects of a booking complies with the requirements and contract, performing investigations on complaints and disputes as well as preparing contingency and compensation plans in-line with the company policy. The position will also include active involvement in sustainability projects and compliance.

Overall Responsibilities:

Manage issues pertaining operations and customer service while providing contingency/compensation plan for complaints during the tour and post-tour
Proactively identify and implement new SOPs and solutions to constantly improve service levels and performance
Empower Customer Service team to meet operational goals and NPS annual target
Monitor and strengthen relationship with ground suppliers and tour providers by maintaining high level of cooperation, quarterly assessment and training
Participate in new product research and development ensuring health and safety compliance as well as sustainability measures are being implemented
Facilitate in Asian Trails group marketing activities (acquiring new products, destination updates, article write-ups and managing content deadlines)
Goal setting, performance review and appraisal of all department members
Monitor and provide training to the Customer Service Representative
Lead coordinator for Travelife sustainability compliance, implementation and certification for Asian Trails Malaysia

Qualifications:

Bachelor Degree/Higher Education in the hospitality and tourism industry
Minimum 8-10 years experiences in a travel & tourism company
Minimum 5-8 years experiences in managerial level
Proven track record of individual or group handling capabilities
Having a capability in developing standard, quality management, coordination and coaching techniques
Good command of English – both verbally and in writing – is essential
Knowledge of Malaysia and its destinations is a must
Experience with Destination Management software is an advantage
Excellent command of Microsoft Office applications (Excel, Word, Outlook) and excellent computing skills
Able to work under pressure, meet tight deadlines and work flexible hours during peak season. A “Can Do” attitude and positive thinking that includes creative thinking is an asset
This position is open for Malaysian & foreign nationals

Asian Trails will only consider those with a genuine interest in joining a dynamic inbound travel. Interested and potential candidates are invited to send us your updated resume, including a cover letter with salary expectations, a current photo (not older than 6 months), a copy of all relevant certificates and state why Asian Trails would benefit in hiring the suitable candidate in English in Word to Ms Izzaty or Ms Natasha via email: hr@asiantrails.com.my

Please note: only shortlisted candidates will be contacted

INCLUSIONS

A full day tour with a professional English-speaking guide. Other languages are on request and may be subject to supplementary charges
Transportation by car / mini-van with professional driver.
All entrance and donation fees for visits as mentioned in the description.
All applicable taxes and service charges
Lunch at a local restaurant is included (food only)

EXCLUSIONS

Tours, inclusions of any kind and other services that are not outlined in the tour description
Personal expenses such as meals, drinks, tips and gratuities, shopping, portage fees and optional tours, unless otherwise stated
Hotel accommodation in the destination of commencement.
Compulsory Christmas, country-specific festival and/or New Year dinner at included hotels
Single supplement charges for single travelers, where applicable
Any airline tickets, visa fees, additional transportation cost from and to the general meeting point
Supplements for transfers for customers arriving or departing from any airport or resorts located outside the general pick-up and drop-off locations
Hotel expenses of a personal nature, should an overnight be included: this includes mini-bar consumption, laundry, room service, any telephone or other communication cost not mentioned in the program
Travel insurance coverage for customers (highly recommendable)

GOOD TO KNOW

This tour is operated on full private basis with English-speaking guide. Other languages are on request / subject to availability and supplementary charges may apply.
Transfers are only operated within the downtown Chiang Mai areas and restricted to main hotels only.
Regions outside the central business district such as Mae Rim, Hang Dong, Doi Saket, Mae Taeng and Chiang Mai International Airport are excluded and supplementary charges apply.
We regret that are unable to provide pick-up and drop-off transfer services from and to apartment complexes, local guest houses or private apartments. We advise you kindly to head on your own arrangement to the nearest hotel inside the downtown Chiang Mai area.
We will do all possible to comply with any dietary requirements during this excursion; it may not always be possible to confirm your wishes in advance based on the choice of local restaurant.
Due to the nature of this tour, we regret to inform you that this excursion is not suitable for wheelchair users.
Guests are advised that some walking is required during this excursion; we always ensure that we take the most comfortable ways from the entrance of the sight to the sight itself.
The road up and down Doi Angkhang is not suitable for large coaches; for group travel, note that the group needs to be split up into mini-vans. We always will make efforts to confirm the exact pick-up time upon reservation.
For any operational issues in which are not able to confirm the exact pick-up time in advance, we reserve the right to inform you the day before the departure of the tour.
Due to the absence of ATM machines and credit cards payment portals, we highly recommend to bring sufficient cash with you. Please ensure that you bring sunglasses, a hat /cap and sunblock with a high SPF factor when traveling with us on this tour – even when it is cloudy, the sunrays still have an immense power.
We reserve the right to make necessary changes to the excursion in case of unfavourable weather conditions or situations where we are forced to make alterations to guarantee the safety of our guests.
It is recommendable to bring a jacket / sweater with you as temperatures on Doi Angkhang are often much cooler than around Chiang Mai.
It is the responsibility of the customer to provide us with the correct hotel information, should pick-up and drop-off services be included in the package.
Any changes in accommodation outside 48 hours will be handled accordingly: changes within 48 hours may be on request.