Customer Relations & QC

About the role:

The Customer Relations and Quality Control Coordinator is responsible for managing client support, complaint handling, and the overall quality of tour services. This role also oversees company branding and internal communications, and plays a central role in crisis management and service innovation.

Responsibilities:

Customer Relations; Complaint Handling

o   Manage client support for VIP clients and handle all complaint cases.

o   Coordinate and prepare complaint reports to agents in a timely and professional manner.

o   Manage complaint escalation and resolution in accordance with company procedures.

Quality Control; Supplier Audits

o   Conduct quality, health, and safety audits with suppliers to ensure service standards and liability compliance.

o   Proactively identify service quality issues and implement corrective actions.

o   Lead crisis management responses and drive product updates and innovation.

Branding; Internal Communication

o   Oversee company branding including client materials, design, advertising, and communications.

o   Manage and ensure consistency of agent signage and client-facing presentation materials.

o   Implement internal training programmes and communication flow improvements to enhance coordination between teams and offices.

General Management

• Support additional tasks as assigned by the MD/GM.

• Requirements:

  o   A genuine interest in and passion for the hospitality and tourism industry.

  o   Excellent communication and interpersonal skills.

  o   Good negotiation skills and strong attention to detail.

  o   Good command of English.

  o   Ability to work independently and as part of a team.

  o   Proficient in Microsoft Office applications and relevant tools.

  o   Able to work well under pressure and manage multiple priorities.

  o   Be familiar with our sustainability policy and code of conduct, and all things sustainable on the Responsible Travel page of our website.

• Benefits:

  o   Attractive Income Negotiable;

  o   Stable job. Friendly, professional working environment;

  o   Colleagues friendly and helpful;

  o   Health insurance and social insurance;

  o   Yearly review salary;

  o   12 days’ annual leave per year;

  o   Career development will be offered commensurate with the responsibilities and qualifications.

  o   Days off: Saturdays and Sundays