Customer Care Representative

DMC (Destination Management Company) is one of Red Sea Global (RSG) subsidiaries and is a destination management company that deploys knowledge, expertise, and resources, in the design and implementation of hotel accommodations, transportation, itineraries, activities and logistics for RSG destinations.

We are a one stop shop for B2B and B2C customers and provide an authentic, unique and effective planning and booking solution from end to end. Our strong presence and cutting-edge technology enable us to deliver best in class services to all our clients.

Our knowledgeable and talented customer care team are available around the clock to cater the needs of our clients and handle all types of queries with the highest level of luxury concierge services and a seamless guess experience from start to finish.

DMC also offers Meet & Assist services across RSG destination ensuring a hassle-free travel experience for our esteemed guests.

We are confident that with our unwavering commitment to excellence, DMC will set new standards in the travel and tourism industry in Saudi Arabia.

Job Purpose:

Assist in delivering exceptional service from the initial guest inquiry through to final booking by coordinating logistics, managing guest interactions, ensuring service quality, and facilitating operational alignment across departments.

Job Responsibilities:

• Coordinate with the Reservations team, hotels, resorts, and transportation providers to guarantee accurate booking confirmations and seamless service delivery.
• Develop guest-facing pre-arrival communications and logistical arrangements to enhance the overall customer experience.
• Process bookings, transactions, and last-minute “go-show” reservations through internal platforms efficiently and accurately.
• Provide a warm welcome and assist guests with their arrival, departure, and special needs, ensuring smooth and attentive support.
• Escort guests to designated transport areas and verify luggage handling procedures to maintain service standards.
• Respond promptly and professionally to guest inquiries across multiple channels, including phone, WhatsApp, email, and live chat.
• Document and update guest details, manifests, booking logs, and operational records daily to ensure accurate information flow.
• Facilitate daily alignment meetings with hotel representatives and participate in management meetings to address operational priorities and issues.
• Evaluate operational reports for accuracy, completeness, and identify areas for improvement.
• Report operational incidents and escalate them through the proper channels to maintain service quality and compliance.
• Collect and analyze guest feedback to contribute to continuous service excellence and propose solutions to optimize performance.
• Document and resolve guest complaints in a timely, empathetic, and effective manner.
• Handle any additional tasks or special assignments as delegated by management, demonstrating flexibility, initiative, and a solution-oriented approach.
• Collect and compile guest feedback and survey.

Technical Competencies:

• Booking & Reservation Systems
• Customer Communication Platforms
• Data Management & Documentation
• Operational Coordination
• Service Quality Monitoring