Customer Care Manager

The Company

“People don’t take trips – trips take people” … … and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We’re G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America. We’re not a corporation and don’t behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun!

The Department

Our Customer Care teams are the dynamic interface between our global clients (travel agents) around the world and our suppliers (hotels) throught Europe and the Middle East. The team manages groups of tourists arriving in Europe and in many parts of the world to satisfy customer and business needs

The Role:

• To manage and oversee the daily operation of the, reporting to Head of Customer Care.
• To coordinate and liaise with other CC Regional Managers to ensure an effective attention to customers and suppliers across Europe

Key Activities:

• Plan, coordinate and manage the activities of all staff within the team to ensure effective allocation of work and utilisation of resources.
• Plan and organize the shifts pattern for the team in the area.
• Act as an emergency response team providing support to Tour Leaders during any unexpected crisis situations that may arise.
• Supervise any problems/complaints that may arise during the trip.
• Supervise quality control of suppliers through monitoring of services.
• Carry an emergency after-hours mobile phone if/when required
• Provide training to all staff members to familiarise with routes, product, and suppliers in all destinations in Europe.
• Monitor performance and ensure high level of delivery to customers within the agreed budget & time frame.
• Resolve escalated queries / complaints.
• Develop and implement improvements to service delivery and process efficiency.
• Liaise and plan with other departmental managers for sharing of workload as and when necessary.
• Develop good working relationships with Suppliers.
• Development and motivation of team members
• Participate in recruitment of new staff
• Prepare reporting for the Head of Customer Care

The Requirements:

• At least 10+ years total working experience in Customer service, Travel account experience, Escalations experience.
• At least 5 years of Leadership experience/People Management.
• Excellent organisational and multitasking abilities.
• Strong problem-solving and decision-making capability.
• Ability to work effectively under pressure and during operational emergencies.
• Good understanding of tour operations, customer service, and supplier management.
• Ability to balance leadership responsibilities with daily operational functions.
• Experience in travel operations, reservations, or customer care preferred.

The Deal

Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience.
• Salaries are reviewed and discussed annually and can increase significantly according to experience.
• A genuine commitment to recognise your achievements.
• Hard work deserves a break, so we offer 15 days annual leave each year plus all public holidays.
• First class office environment which is a safe, comfortable, stimulating and fun place to be.
• Medical cover on Day 1 of employment
• We want you to eat well, so we offer you a rice allowance.
• Competitive transportation allowance
• Opportunities to travel at discounted prices.