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Customer Care Representative

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Red Sea Global Full time
Job Description

The Customer Care Specialist serves as the primary point of contact for clients engaging with our Destination Management Company (DMC). This role is critical in building strong client relationships and delivering an exceptional customer experience.

This position focuses on managing incoming requests and inquiries via multiple communication platforms, generating sales leads to acquire new clients, and understanding customer needs to ensure satisfaction and loyalty.

Success in this role is measured by maintaining high service standards, delivering timely and effective responses to customer inquiries, and achieving superior customer satisfaction rates.

Key Responsibilities
  • Efficiently handle a high volume of inbound calls, emails, and WhatsApp messages, responding promptly and effectively.
  • Identify and generate sales opportunities while upselling services tailored to each guest's unique needs.
  • Build and maintain trustful relationships with customers through consistent and engaging communication.
  • Provide accurate and detailed information using tools such as the online booking system, contact center solutions, and email ticketing system.
Booking Management
  • Manage bookings for customers and operators, ensuring accuracy and smooth processes.
  • Prepare and present sales proposals to meet and exceed sales targets.
  • Update customer and booking details promptly and accurately in the CRM system.
Customer Support
  • Understand customer requirements to ensure satisfaction and foster long-term loyalty.
  • Address customer complaints quickly, providing appropriate solutions within specified timeframes and following up to ensure resolution.
  • Deliver a personalized and exceptional experience for VIP and luxury customers.
Administrative Tasks
  • Maintain accurate records of customer interactions and accounts while managing necessary documentation.
  • Gather and analyze customer feedback to identify areas for improvement and suggest service enhancements.
  • Monitor and follow up on pending bookings or issues to ensure timely resolution.