Operation Team

**OPERATION TEAM**

Key role: Ensuring smooth and efficient delivery of services to customers undertaking the pilgrimage. Their duties span several aspects of the business, from customer service to logistics and coordination with various service providers.

:_**JOB SCOPE**_

**1. Customer Service and Client Communication**:

- **Client Consultation**: Engage with customers to provide detailed information about Umrah packages, including flight options, accommodation, visa processing, transportation, and other services.
- **Booking and Coordination**: Assist clients in selecting the right package based on their preferences and budget. Handle bookings and confirm all details with clients.
- **Customer Support**: Address client inquiries before, during, and after the pilgrimage, ensuring a high level of satisfaction. Manage any complaints or concerns promptly and professionally.

**2. Visa Processing and Documentation**:

- **Compliance with Regulations**: Ensure all documentation and procedures comply with Saudi regulations for Umrah pilgrims.

**3. Travel and Transportation Arrangements**:

- **Flight Bookings**: Arrange group or individual flights for clients, ensuring that schedules, connections, and seating arrangements meet the needs of the pilgrims.
- **Transportation Coordination**: Organize local transportation (e.g., buses, taxis) within Saudi Arabia, including airport transfers, travel between Mecca, Medina, and other locations.

**4. Group Coordination and Logistics**:

- **Group Travel Coordination**: For group Umrah packages, manage all group logistics, including flight coordination, group travel, and ensuring all members stay together as required.
- **On-the-Ground Coordination**: Oversee the logistics of the pilgrimage once pilgrims have arrived in Saudi Arabia, including assisting with local transportation, guiding services, and general coordination between clients and local service providers.

**5. Financial and Payment Management**:

- **Package Pricing and Payment**: Coordinate the pricing of Umrah packages and ensure proper handling of payments and refunds.
- **Invoicing and Accounting**: Prepare invoices for clients, process payments, and monitor financial transactions to ensure accuracy.

**10. Reporting and Performance Tracking**:

- **Operations Reporting**: Monitor and report on the efficiency of all operations, tracking any issues or delays and recommending improvements.
- **Customer Satisfaction Monitoring**: Ensure that clients are satisfied with their entire Umrah experience, and use feedback to improve services and packages.
- **QUALIFICATIONS**_

Key Qualifications:
**1. Education**:

- **High School Diploma** (at a minimum). Some agencies might prefer a **Bachelor's Degree** in **Tourism**, **Business Administration**, **Hospitality Management**, or a related field.

**2. Skills**:

- **Organizational skills** - Ability to handle multiple tasks and coordinate details efficiently.
- **Problem-solving** - Ability to handle issues like travel disruptions or customer complaints.
- **Attention to detail** - Ensuring all travel arrangements (flights, visas, hotels, etc.) are accurate and well-organized.
- **Cultural sensitivity** - Understanding the importance of Umrah and respecting the needs of pilgrims.

**3. Experience**:

- **Previous experience in the travel industry** or a related role (such as a travel agent, tour operator, or customer service) is often preferred but not always required.
- Experience in **logistics**, **hotel bookings**, **transportation coordination**, or **customer service** is valuable.

**4. Technical Skills**:

- Familiarity with **travel booking systems** or **reservation software** is a plus.

**5. Language Skills**:

- **Fluency in English** is usually required. **Arabic** language skills are a bonus, especially when dealing with Saudi authorities and local suppliers.

**6. Personal Traits**:

- **Team player** - Ability to work well with others, especially in a fast-paced environment.
- **Customer-oriented** - Must be focused on providing a good experience for the pilgrims.
- **Adaptability** - Able to handle last-minute changes and unexpected issues.

**Job Types**: Full-time, Part-time, Permanent, Contract, Internship, Fresh graduate
Contract length: 24 months

Pay: RM1,500.00 - RM3,962.95 per month

**Benefits**:

- Cell phone reimbursement
- Flexible schedule
- Free parking
- Health insurance
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Professional development

Schedule:

- On call
- Weekend jobs

Supplemental Pay:

- Attendance bonus
- Commission pay
- Overtime pay
- Performance bonus
- Yearly bonus

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Tourism: 1 year (preferred)

**Language**:

- Bahasa (preferred)