Admin Team

_**ADMIN TEAM**_
- **JOB SCOPE**_

**1. Customer Service & Inquiries Management**
- **Booking Assistance**: Assist customers in understanding the available packages and help them book their Umrah trips. This includes explaining pricing, travel dates, services included, and any religious or logístical requirements.
- **Client Follow-up**: After the initial inquiry, the administration team follows up with potential clients to finalize bookings, provide additional information, and ensure all requirements are met before the trip.

**2. Booking & Reservation Management**
- **Flight, Hotel, and Transport Bookings**: The team is responsible for booking flights, accommodations, and ground transportation for clients. This includes negotiating with hotels, airlines, and local transport providers to ensure availability and competitive pricing.
- **Document Handling**: Ensuring all relevant travel documents (itinerary, tickets, visa, etc.) are accurately prepared, organized, and sent to the clients on time.

**3. Administration & Office Support**
- **Maintaining Records**: The administration team maintains accurate records of client details, bookings, payments, and other related documents. They manage both digital and physical filing systems to ensure easy retrieval and compliance with legal and regulatory requirements.
- **Processing Payments & Invoices**: The team handles payments from customers, generates invoices, and ensures that all financial transactions are accurately recorded. They also manage payment follow-ups for outstanding balances.
- **Managing Customer Database**: Keeping the customer database up to date with relevant details such as contact information, booking status, travel dates, and special requirements.

**4. Logistics & Travel Coordination**
- **Pre-Travel Coordination**: Ensuring all travel arrangements are confirmed, including sending clients their final itineraries, tickets, hotel confirmations, and travel guidelines. They may also provide instructions on what clients should bring, what to expect during their pilgrimage, and the religious duties involved in performing Umrah.
- **Group Coordination (if applicable)**: If handling group travel, they assist with coordinating group schedules, ensuring all members are accounted for, and maintaining communication with group leaders or tour guides.
- **Support for Pilgrims in Saudi Arabia**: In some agencies, the administration team may help coordinate local arrangements in Saudi Arabia, including meeting clients at the airport, managing transfers to hotels, and providing support during the stay.

**5. Marketing & Promotional Support**
- **Creating & Distributing Marketing Materials**: The admin team may assist in creating promotional materials, such as brochures, flyers, and advertisements, to promote the agency’s Umrah packages. They may also help with maintaining content on the agency's website and social media accounts.
- **Customer Feedback & Testimonials**: Collecting feedback from clients after their trips, either through surveys or direct follow-up, to gauge satisfaction and improve services. Positive testimonials can also be used in promotional materials.

**6. Reporting & Documentation**
- **Internal Reporting**: Regularly updating management on booking status, financial transactions, and customer feedback. This can include weekly or monthly reports on the number of bookings, revenue, client inquiries, and other key performance indicators (KPIs).
- **Compliance & Regulatory Reporting**: Ensuring that the agency adheres to local regulations and Saudi government policies regarding Umrah travel, especially concerning visa issuance, group sizes, and the transportation of pilgrims. The team may also need to prepare reports or maintain documentation required by the Ministry of Tourism or the Malaysian government.

**7. Office Management**
- **Managing Office Supplies & Equipment**: Ensuring that the office is stocked with necessary materials (e.g., brochures, forms, and office supplies) and maintaining office equipment such as computers, printers, and other technology used in day-to-day operations.
- **Scheduling & Calendar Management**: Managing the agency's calendar for meetings, customer appointments, and travel departures. They might also coordinate schedules for travel consultants, executives, or group leaders.

**8. Post-Travel Support**
- **After-Trip Services**: Offering assistance to clients after their trip, such as sending thank-you notes, following up on any issues during the trip, and managing any post-trip complaints or concerns.
- **Record Keeping**: Maintaining records of completed trips and processing any required refunds or adjustments if clients encounter issues with their bookings or services.
- **QUALIFICATIONS **_

The **administration team** in a **Umrah travel agency** should have:

- Relevant **educational background** (SPM, diploma, or degree).
- **Strong communication** and **customer service skills**.
- **Experience*