Team Lead

15 hours ago


Putrajaya, Malaysia Agensi Pekerjaan DLS Consultancy Sdn Bhd Full time

**Responsibilities**
- Proactively engage the customer database: Reach out to potential and existing customers promoting and recommending our hand-picked hotel experiences that align with their preferences, needs, and aspirations. Strive to achieve company goals by driving customer engagement and conversions.
- Build and maintain customer relationships: Get to know our customers intimately and
- anticipate their travel needs, providing personalized recommendations, solutions, and insights surrounding the hotels that we recommend for them. Demonstrate a thorough knowledge of destinations, hotel options, flight options, and exclusive experiences to deliver value -added services.
- Creatively curate experiences and solutions: Upon booking customers’ T’ROKA hotel of choice, to offer innovative and tailored experiences to customers, providing detailed quotes and options that align with their preferences and expectations. Handle customer billing and payments accurately, ensuring a seamless transaction process.
- Arrange travel logistics: Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the Service Level Agreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency.
- Address customer complaints: Handle customer complaints promptly and professionally,
- offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customer's satisfaction, maintaining a high level of customer service and professionalism.
- Promote the T’ROKA membership program and register the customer to ensure all the customers are introduced and able to enjoy the T'ROKA membership exclusive privileges.
- Achieve sales targets: Drive sales and revenue growth by meeting or exceeding assigned sales targets. Continuously seek opportunities to upsell and cross-sell luxury travel experiences to customers.
- Foster excellent customer reviews and high Net Promoter Score (NPS): Strive to exceed customer expectations at every interaction, aiming for positive customer reviews and a high NPS. Consistently provide exceptional service to build customer loyalty and promote brand advocacy.
- Be involved in Travel and Company events, when necessary, i.e., MAS Travel Fair, MATTA Fair, exclusive Travel Talks, etc
- Any other duties at the discretion of the company.

**Requirements**:

- Diploma in Tourism & Hospitality Management, Business Administration, or a related field.
- Bachelor's Degree preferred.
- Previous experience serving high net worth, luxury customers in any field or industry.
- Proven track record of delivering exceptional customer experiences and achieving sales targets.
- Ability to handle customer complaints professionally and resolve issues to the customer's
- satisfaction.
- High degree of computer literacy and proficiency in Microsoft Office Suite.
- Ability to work in a fast-paced, dynamic environment with changing priorities and deadlines.

**Competencies**
- Knowledge and appreciation for luxury hotels, with the ability to match customers' preferences and expectations to suitable accommodations an added advantage.

**Essential Traits**
- Deep Emotional Intelligence: A Senior Travel Advisor must possess exceptional emotional intelligence, allowing them to understand and connect with customers on a deeper level. This trait enables them to anticipate and fulfil the unique needs and preferences of each individual, fostering trust and building long-lasting relationships.
- Active Listening Skills: The ability to actively listen is crucial for a Senior Travel Advisor. They must pay close attention to customer requirements, concerns, and desires in order to provide tailored recommendations and solutions that align with their expectations. Active listening ensures that customers feel heard and understood throughout the planning process.
- Quick Thinking and Problem-Solving Abilities: Travel plans can sometimes encounter unexpected challenges or changes. A Senior Travel Advisor needs to be adept at thinking quickly on their feet, finding creative solutions, and making informed decisions in high-pressure situations. Their ability to problem-solve efficiently ensures a seamless and enjoyable travel experience for customers.
- Customer-Centric Approach: A Senior Travel Advisor should always prioritize the customer's needs and satisfaction. They must treat each customer as if they are the most important person in the room or on the call, going above and beyond to deliver exceptional service at every interaction. Putting the customer first and providing personalized attention is key to building loyalty and creating memorable experiences.
- Strong Attention to Detail: Attention to detail is crucial for a Senior Travel Advisor, as even the smallest oversight can lead to customer dissatisfaction or logístical issues. They must meticulously handle travel arrangement



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