Customer Support Executive

The Company

"People don't take trips – trips take people" …

… and we're in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We're G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.

We're not a corporation and don't behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun

The Department

Our Customer Support teams are the dynamic interface between our global clients (travel agents) around the world and our suppliers (hotels) throughout Europe and the Middle East. We book everything hotel rooms all over the world for individual travelers.

Building strong and successful relationships with our suppliers ensures that we can offer our customers the best possible service at the lowest possible prices, and our teams are responsible for delivering against these objectives.

The Role

The Customer Support Executive's role is to provide high quality customer services to our clients and suppliers with the objective of being a contributor to customer loyalty while negotiating the best solution with all stakeholders.

The Customer Support Executive must ensure that all bookings received via our reservation system are well confirmed and that all queries which might occur are properly handled and solved within the agreed SLA's.

Duties include:

• Handle and solve inquiries from Clients, Suppliers and occasionally from Guests (end customer) and provide prompt, courteous, and accurate responses via email or phone calls;
• Resolve and negotiate customer issues as required for No Shows/Book Outs/Errored or Unconfirmed bookings or complaints and inquiries in a timely and efficient manner;
• Collaborate with cross-functional teams to ensure prompt resolution of complex customer issues;
• Follow up Messages to be actioned or those Awaiting Reply from Clients, Suppliers or Finance Department;
• Maintain accurate and detailed records of customer interactions and transactions via messages in the system;
• Chase/Add Missing Supplier References for Bookings;
• Chase Prepayments & Cancel Bookings with Overdue Payments;
• Contribute to the continuous improvement of our customer support processes.

The Requirements

• Customer orientation with commercial and negotiation proven skills, empathy, and the ability to remain calm under pressure, preferably tourism background;
• Exceptional problem-solving and analytical skills, creating win-win situations for G2 and its partners;
• Strong communication skills with the ability to interact professionally and efficiently;
• Previous experience in customer service, sales or contracting, preferably in a support or service capacity;
• Strong time management ability, manage multiple responsibilities at once;
• Initiative / Proactivity / Think outside the box;
• Team player but at the same time also able to work independently;
• Excellent written and verbal communication skills in English and Japanese;
• Flexibility with work times – including rotational shift work during weekends and bank holidays;
• Patience and attentiveness;
• Product knowledge;
• Builds and maintains a good working relationship of collaboration /communication with partners, and other members of the team.

The Deal

Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience.
• Salaries are reviewed and discussed annually and can be increased significantly according to experience.
• Excellent onboarding and career development opportunities
• A genuine commitment to recognise your achievements.
• Hard work deserves a break, so we offer 21 days annual leave each year plus all public holidays. Bonus days are offered according to experience.
• First class office environment which is a safe, comfortable, simulating and fun place to be.
• Medlife coverage (Medlife Classic or equivalent)
• We want you to eat well, so we offer you a meal voucher for 40 RON each day that you work.
• Opportunities to travel at discounted prices.