北京招聘

职位描述：
Job Profile
To provide operational support to clients/suppliers booking on the Wholesale and Retail Booking System by processing their requests via the websites or manually as well as resolving their queries / issues regards hotels and services in an efficient manner.
Reporting / Key Relationships:
? This role within the Contact Centre function will report to the Contact Centre team leader, based in Beijing, China.
? Key customers/relationships include: Clients,Suppliers, GTA Colleagues-Sales, Global Support Team, Sales, and Finance etc.
Key Responsibilities:
? Have competent working knowledge of all relevant in-house systems and procedures.
? Handling of bookings, incoming calls / email enquiries from clients / supplier partners, adhering to company policy and compliance guidelines.
? Monitoring of system in-trays and liaising with internal departments, external suppliers and clients as necessary to ensure that bookings and queries / issues are processed efficiently.
? Provide total operational support for clients minimising and processing book outs and in-house complaints adhering to the service level agreements and ensure appropriate alternatives / compensation is provided where necessary, with authorisation by the management.
? Dealing with complaints, including liaising with internal departments and external clients to ensure mutually agreed outcome is communicated to the client within the company policy and compliance guidelines.
? Effectively communicate with colleagues and management ensuring information and queries from other offices and departments are replied to within the agreed service level agreements.
? Undertake, as requested, other tasks or projects and complete them within the given time frame.
? Take responsibility for personal development by seeking feedback from others and acting upon it and updating job knowledge / skills by participating in learning and development opportunities.
Complexity:
? Work under pressure and with conflicting deadlines to meet the client’s service level agreements.
? Analyse problems and provide solutions from a range of options available.
? Use initiative and logic to respond to queries and escalate complex problems to the Senior Contact Centre Executive or the Team Leader as appropriate.

Essential knowledge and experience:
? Graduate, minimum high school or equivalent higher education qualification, in a relevant field (e.g. travel and tourism) is advantageous.
? Customer service skills, sales / negotiations skills, professional telephone manners are essential. Ability to speak and write clearly and concisely in English and any other language.
? IT literacy: Outlook & MS Word, Excel, PowerPoint
Desirable knowledge and experience:
? Experience in a similar role or in customer service / after sales service in the travel industry.
? Understanding of the travel industry market / culture.
? Knowledge of current trends and best practices relevant to travel and tourism.
Personal Characteristics:
? An enthusiastic and self-motivated individual with a genuine passion and commitment to delivering outstanding customer service.
? Strong written and verbal communication skills with the ability to negotiate effectively internally and externally.
? Excellent organisation skills, able to prioritise and multi-task in a fast paced environment, work well under pressure and meet deadlines.
? An analytical problem-solver with the capacity to resolve problems by clarifying issues, researching and exploring alternative solutions, implementing solutions; escalating unresolved problems.
? Positive and flexible approach to working practices in response to customers and business needs.
Core Competencies:
? Customer Focus – Focusing one’s efforts on discovering and meeting both internal and external customers’ needs, building long-term trusting relationships, and partnering to mutual benefit.
? Embracing Change – Accepting dynamic and changing situations as a challenge and navigating them by being flexible, adapting to ambiguous circumstances.
? Delivering Results – Continuously delivering on commitments, striving to make improvements to system or processes or setting goals.
? Team work & Collaboration – Collaborate constructively by sharing knowledge, experience and information to reach consensus and organizational goals, includes showing respect and confidence within the team. 举报 分享

格里菲旅行社（中国）有限公司
GTA is a world leader in the provision of ground travel products and services to the fully independent travel industry. We have been the power behind some of the biggest and best in travel for decades. They trust us to deliver because of our wealth of experience, privileged relationships and on the ground expertise.
 
We scour the globe to build a portfolio of tens of thousands of accommodation options, tour guide and transfer services, unique experiences, city tours, excursions, attraction tickets and restaurants from more than 50,000 suppliers in 185 countries. These supplier partners profit from dedicated extranets giving them full and flexible control of inventory, rates, yield and reservations.
 
Renowned for our competitiveness, our global reputation and trustworthiness, our speed and power, reliable technology and booking sites – GTA retail, TravelCube and Travel Bound in North America, as well as GTA wholesale – connect travel wholesalers, retail and online travel agents, tour operators and consolidators worldwide to this vast portfolio of global travel content. We give them greater choice and control over how they market and sell travel product to their customers in 190 countries.
 
Powering global travel – and providing the best value and service experience while we do – we process over 21,000 bookings, electronically and efficiently, every day and sell 12 million room nights in more than 25 languages online and throughout the world.

If you’re looking for a career that will unlock new opportunities, join GTA and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, GTA offers opportunities, support and rewards that will take you further.