Position Title
Executive, Operations & Customer Service (Journify)
Report To
Manager, Operations & Customer Service (Journify)
Position Summary
The Operations & Customer Service Executive will be supporting the organisation’s Loyalty & Travel Services (LTS) division – specifically focusing on Journify under the Travel Services (TS) department. The ideal candidate is responsible for ensuring the efficient operation of travel commerce processes and delivering exceptional customer service. You are the main touchpoint for customers and will need to ensure good resolution and best-in-class customer service for the department. This role also involves managing booking systems, resolving customer issues, support on ground roadshows, coordinating with suppliers, service delivery to travellers at the airport, and optimising operational workflows to enhance overall performance and customer satisfaction.
Key Accountability - Operational Management:
- Coordinate with travel suppliers, such as airlines, hotels, tour operators, attractions provider to resolve any issues related to bookings or services.
- Address and resolve operational issues, including booking discrepancies, service failures, and supplier problems.
- To manage assets, inventories and equipment (e.g. delivery equipment, roadshow payment terminal, merchandises, TV) serviceability/ availability for Operations & Customer Service usage.
- High standards of inventory management and tracking.
- Prepare daily report and update in Journify Portal for all complete task.
- Customer Service:
- Provide high-quality best in class customer service to travellers, addressing inquiries, complaints, and issues in a professional and efficient manner, ensuring speedy resolution to the issues and adherence to SLA.
- Investigate, analyse and escalate issues on timely manner to supervisors and other cross functional units to develop a resolution.
- Assist customers with booking issues, travel modifications, and other service-related concerns.
- Provide support to customers experiencing issues during their travel, ensuring timely and effective resolutions.
- Oversee feedback, emails and chats in all channels (live chat, magento chat, email, social media) and ensure high quality response are provided in a timely and professional manner.
- Supplier and Partner Coordination:
- Address and resolve any issues with suppliers (e.g airline, hotels, tour operators, service provider, DHL) related to booking errors, service discrepancies, or other operational challenges.
- Handle any issues or disputes with suppliers to maintain a high level of service delivery.
- Journify2U Delivery:
- Responsible and accountable in overseeing the end to end execution process delivery of product/services in airport (Journify2U offerings).
- Liaise with service provider per SOP on upcoming services to be rendered.
- Liaise with merchant for any matters related including wrong/damage product.
- Manage resourcing level, roster duties, supervise delivery team/ vendor to ensure delivery of products to customers at the gate per SLA.
- Proactively engage Airline Operations on aircraft gates to ensure productivity in delivery is maximised
- Engage MAHB and Customs on operational matters.
- Ensure CSI is met for every completed service rendered.
