UHI – Operations Executive Leader – Egypt

The Operations Executive Leader ensures exceptional customer service standards
and maintain clients’ satisfaction by answering clients’ quires; fulfill
needs. Suggesting information about products and services and his role
involves working on travel requirements for leisure as well as corporate/
business and prepare correspondences.
J** ob Title: Operations Executive Leader
Department:* Customer Service
Location (primary): Egypt
Key Responsibilities :
* Responsible to answer all inquiries ensuring that every customer is served in an efficient, thorough and courteous manner.
* Responsible to ensure all required tasks are completed accurately and within given time frames.
* Completing calls & emails in a manner that maintains quality and quantity.
* Handling daily Responds to inquiries and makes reservations if needed.
* Performing inbound and outbound calls to assist the customer with past, current, and future bookings.
* Building close working relationships with clients and suppliers.
* Handling LOH customer remarks.
* Checking pending folders and update premier agents on daily basis.
* Identifying and escalating issues for resolution.
* Dealing with occurring travel problems, complaints and refunds.
* Coordinating with Sourcing & hotels and TPS to solve on spot issues.
* Handling DC & TPS Book out’s, Relocation with coordination of BDM’s.
* Notifying agencies in event of wrong rate or availability issue.
* Reporting customer concerns and any system issues to management & team.
* Handling offline requests.
* Attending departmental meeting and training when requested.
* Handling additional responsibilities as and when delegated by the Management.
* Maintaining the strategic operations goals and achieve targets.
Essential Qualifications and Knowledge:
* High school graduate /a bachelor’s degree.
* Fluency in English language is a must, multilingualism is preferable.
* Basic computer proficiency.
Essential Experience, Skills and Behavioural Requirements :*
* Travel Trade Experience, Tourism industry, or relevant field.
* Good experience in Customer Service, Quality Focus, and Documentation Skills for professional e-mails writing, and Details oriented is a must.
* Communicate with warmly and approachable way and positive spirit.
* Show caring and understanding of other’s needs and provide exceptional services.
* Take responsibility, feel personally accountable for accomplishment of tasks and assignments efficiently and effectively.
* Be knowledgeable and empowered to achieve high results to ensure the highest level of service.
* Ability to multi-task, prioritize and manage time effectively.
* Applies knowledge and techniques and can develop on them to achieve expected performance in their job/ role assigned.
* Customer orientation and ability to adapt/respond to different types of characters.
* Proven customer support experience, and very good phone contact, communications, handling skills and active listening with high efficiency.
* Develop his skills and prepare for what’s next.
* Adaptability, and ability to Work under Pressure.
* Takes time out to connect and demonstrate active listening.
* Follow the communication procedures, guidelines and policies, and Go the extra mile to engage customers.
* Develops creative and innovative environment within department.
* Think and reacts positively towards the new ideas.
* Build the case for change and innovation.
* Finds new ways to achieve better results.
* Support and investigate the resolution of important problems.
* Escalate issues and eliminate barriers to progress.
* Exceptionally high levels of motivation, working both independently and as part of a team.
* Understand and aligned with goals and objectives.
* Work with and through others to execute and achieve plans of the organization.
* Follow up with customers to ensure their requests have been addressed.
* Work closely with clients on complaints and sensitive issues to rectify problems and improve their experience.
* Ability to work a flexible schedule including non-traditional shifts/hours such as afternoons, weekends, and holidays.
Job Type: Full-time