Deskripsi Pekerjaan
Join EXO Travel, a mission-driven leader in sustainable tourism, as a Customer Care and Quality Control Officer. This pivotal role combines your passion for travel with your commitment to excellence. You'll be the voice of our brand, ensuring every client interaction reflects our core values of integrity and exceptional service. From resolving complex travel inquiries to conducting meticulous quality audits of itineraries, you'll safeguard our reputation while creating unforgettable experiences. If you thrive in dynamic environments where attention to detail meets genuine human connection, this is your chance to make meaningful impact in the tourism industry.
Tanggung Jawab
- Handle customer inquiries via phone, email, and digital channels with empathy and efficiency
- Conduct comprehensive quality audits of travel itineraries and vendor services
- Implement corrective actions to resolve service gaps and improve client satisfaction
- Document quality metrics and prepare detailed reports for continuous improvement
- Collaborate with operations team to refine service standards and protocols
- Train staff on customer care best practices and quality control procedures
- Monitor online reviews and feedback channels to maintain brand reputation
Kualifikasi
- Diploma/Degree in Tourism, Hospitality, or related field
- Minimum 2 years' experience in customer service or quality control
- Exceptional communication skills in English and Bahasa Malaysia
- Proficiency with CRM systems and quality management software
- Strong analytical abilities with attention to detail
- Certification in customer service or quality assurance (preferred)
- Deep understanding of sustainable tourism principles
- Ability to multitask in fast-paced travel environment