OTA Customer Experience Executive

Discova (Bali, Indonesia)

Bali, Indonesia

Discova is your global destination management company (DMC), having formed from a merger between Buffalo Tours (Asia) and Olympus Tours (Americas) in 2019. We have over 20 years’ experience in the travel industry, and specialise in Tailor-made Travel, Group Series, Educational Travel, and Day Tours & Transfers. We operate in 14 destinations throughout Asia and Latin America. We’re here to put people in touch with travel, and not necessarily in the ways they might be used to. We work globally, live locally, and go the extra mile to connect people with a world of possibilities. Our vision is to deliver experiential and responsible travel for our partners, growing their travel offering one unforgettable journey at a time.

About this position

As an OTA Customer Experience Executive at Discova, you will be a crucial member of our team. You will be responsible for delivering exceptional customer service and contributing to the overall success of our online business segment. Your role will provide timely support, resolve inquiries efficiently, and maintain positive relationships with our customers and partners. You will be the first point of contact for customers and partners, answering their questions, addressing their concerns, and ensuring a seamless booking experience.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and Discova’s digital marketing channels.
• Review and document previous inquiries and responses.
• Gather and research information to provide accurate answers.
• Maintain customer accounts with inquiry and response details.
• Nurture clientele and provide updates on applications, orders, billing, profiles, and programmes.
• Follow up on complaints and resolve them promptly.
• Update and maintain Discova’s CRM.
• Capture and document customer complaints.
• Stay informed about programme changes and updates.
• Assist in developing and streamlining procedures.
• Ensure compliance with privacy policies regarding customer information and payments.
• Contact customers for marketing, surveys, and follow-ups.
• Assist customers with the enrollment process.
• Record complaints in the database and share findings with relevant partners.
• Assist the Team Leader with reporting and data analysis.
• Analyse customer feedback and initiate action plans.
• Process and investigate refunds, complaints, fraud, and chargebacks.
• Assist with booking confirmations, data entry, and information handover to operations.
• Participate in training and upskilling as recommended by the Team Leader.
• Develop and facilitate training sessions on handling customer complaints.
• Maintain up-to-date knowledge of products, systems, and Discova Offerings.

Requirements

• Bachelor's Degree or Diploma in Tourism and Hospitality Management or a related field.
• Proven experience of at least two years in a customer-facing role within the tourism and hospitality industry.
• Fluency in English, both written and spoken, is a non-negotiable requirement for this role.
• Strong interpersonal skills with the ability to build rapport and maintain positive customer relationships.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely.
• Problem-solving skills and the ability to think critically and creatively to resolve customer issues effectively.
• Technical proficiency with online booking systems, Customer Relationship Management (CRM) software, and other relevant tools.
• Attention to detail and a commitment to providing exceptional customer service.
• Flexibility to work in a fast-paced environment and handle multiple tasks simultaneously.
• Ability to work under pressure, manage multiple tasks, and be flexible with work hours.
• A driven individual who thrives in team environments and is committed to achieving shared goals.