Coordination Executive - Mandarin Speaking - Part Time

Coordination Executive - Mandarin Speaking - Part Time

Location: London , South East Salary: Unspecified Date posted: 17/04/2012 18:04 Job type:Part Time Company: GTA Travel Contact: Recruitment GTA Ref: Totaljobs Job ID: 53366195

JOB PURPOSE

The key objective of this position is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. Co-ordinators are also expected to function as local PR agents and sales supports in order to maintain existing customer relationships and to promote future business. Co-ordinators will also provide first contact point for all emergency situation that may arise, for example civil unrest, natural disa ster or serious accidents involving customers

REPORTING AND KEY RELATIONSHIPS:

Reports to immediate team leader and/or manager and/or their designated representativeLiaises with all other GTA/KDM offices for work-related issues Close collaboration with EMEA Coordination and the worldwide Inbound team including Destination Services, Operations, Hotel Sourcing and Sales Offices.

KEY ACTIVITIES

Handle all incoming calls for Group and FIT customers travelling within GTA/KDM territories. Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise. Monitor / spot check the quality of suppliers through services provided. Check itineraries to make sure smooth running of tours and itinerary feasibility as/when require. Meet / greet clients / tour leaders during and outside office hours as/when require. Attend tours, inspections, or provide onsite inspection / support if/when required during and ou tside office hours in & outside of UK. Business trips (within and EMEA and possibly to sales offices) are required Assign and allocate services if / when required. Collect business intelligent information to assist generating future business.Carry an emergency after-hours mobile phone if / when requiredWork on shift hours pattern including weekends and bank holidays, weekday as/when require.Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.

COMPLEXITY

Deal with and solve problems / complaints that may arise during or after trips. Coordinate service / hotel reservations and amendments / extra arrangements according to customers or sales requests, or unforeseen situations that may arise while tours are on the road. Liaise with / report to EMEA offices, sales offices, suppliers, and other departments within GTA regarding itinerary issues, tour status and problems on the trip within the timescale specified on company pol icy and procedures. Negotiate with suppliers and clients to maximize GTA profit margin when necessary. Negotiate contracts, and/or contract new services if/when required

KNOWLEDGE, SKILLS AND EXPERIENCE

Previous experience in customer service / travel industry essential Travel industry market & culture understanding desirable Good written and verbal English skills are essential Strong experience and good market, culture knowledge for APAC / EMEA region is essential Strong problem solving skills Ability to multitasking, prioritize and meet deadlines Excellent communication and organizational skills Ability to work under pressure and work independently Ability to build good relationships with suppliers and clients to promote company image Motivated and a team player with pro-active attitude Computer literature experience in working with Microsoft packages is desirable Good business reporting / statistic producing skills are preferred Basic knowledge of the AS400 system ( for internal candidates) High level of flexibility and adaptability in handling changes as the company evolves Native level fluency in Mandarin is essential (both verbal and written) Knowledge of any third language of French, Italian or Spanish are desirable.

The roles are part-time, permanent positions working 12 hour shifts both on a Saturday and Sunday each week (either 9am 9pm or 9pm 9am) 24 hours per week