Senior Operations Agent

Key Responsibilities:

• Dealing with Suppliers, Tour Leaders & Guides.
• Ready for re-locating and traveling to meet suppliers, check quality and connect the office operations team with the ground operations.
• Interacting with them via various channels phone, chat, email, etc
• Providing the best freelance tour guides who are the leaders in the market.
• Managing last-minute bookings at different times.
• Having experience in daily tours, multi-day tours & full packages.
• Collecting daily feedback for the ongoing tours & packages.
• Maintaining the tour quality with Suppliers, Guides & Leaders.
• Managing and focusing on better relations with the suppliers.
• Respecting the company rules and regulations.
• Fast learning and flexibility to deal with other departments.
• Answering all queries from the Sales & Guest Relations Team.
• Participating in planning and launching different products.
• Evaluating suppliers, tour guides and issuing appropriate feedback forms.
• Communicating with customers before the tour to update pick-up timings and tour details.
• Staying connected with the customers during the tour, collecting feedback and comments related to it.
• Making follow-up calls to the customers, checking for their satisfaction, and requesting them to write a review about their experience with us.
• Analyzing and resolving customer complaints, ensuring excellent service standards.

Required Skills:

• Bachelor's Degree in Tourism, Hospitality, or a related field.
• Fluency in English is essential, with proficiency in additional languages relevant to the market considered an advantage.
• A minimum of 2 years of proven experience as an Operations Agent in the tourism industry.
• Demonstrated ability to manage multiple tasks concurrently, including handling bookings and coordinating with service providers such as transportation companies, suppliers, and tour guides.
• Excellent time management skills to ensure smooth and timely execution of operations.
• Strong verbal and written communication skills to effectively engage with clients, travel partners, and team members.
• Familiarity with travel booking platforms for tours and meet & assist services is required.
• Capacity to think quickly and implement practical solutions for last-minute changes, cancellations, or unexpected travel issues such as delays or overbookings.
• Skilled in resolving customer complaints and conflicts professionally and efficiently.
• High level of accuracy in processing bookings, handling payments, and maintaining travel itineraries to ensure error-free operations.
• Ability to up-sell additional services and negotiate favorable deals with service providers to enhance both customer satisfaction and profitability.
• Proficiency in Microsoft Office, particularly Excel.