Customer Care For German And English Market

Quality Control:

- Quality check of Tourguides (Accompany Tourguides on group tours)

- Annual Tourguide Training in the North,-, Central,- and South of Vietnam

- Assessment fornew Tourguides.

- Tourguide development program (Nachwuchsförderung)

- Coordinating with Operation Manager for regular quality checking in Hanoi and Danang: Car supplier, Tourguides, Hotel inspection

- Inspection trips if needed.

- Coordinating with Product team to create, develope, and evaluate products.

Customer Service:

* Holding 24-hour Service hotline

- Responding to issues such as service inquiries, problem resolution.

- Quickly researching and investigating issues that concern a customer.

- Coordinating with Operation to deal with suppliers (hotel / airlines…) to solve problem on spot (services complaining, lost luggage...)

- Coordinating with Sales person in charge to solve problem on spot.

- Writing reports to Agent after solving problem on spot.

* Taking care of the feedback/questionnaires, coordinating with relevant departments (Operation / Product) to work with suppliers for complaints after trip, then write weekly reports to Product team about hotels with most complaintas well as hotels with good compliment by clients. Same for guide, CC will write feedback about guides to Operation Manager.

- Based on that outcome, Product team, and Operation Manager will have a good overview about the hotels, guide and services in order to improve / choose the best services for future, Product team may share to all of the company monthly the report of hotels: which one are not good to use anymore –if any…

- Relaying information in a concise and clear manner.

* Accompanying guests in case of problem (stolen items, accidence.. )

- Building customer relationships and loyalty.

- Creating work schedules weekly (get the list of coming groups from system to have a good overview about the clients’ features: VIP clients, groups, honeymoon..., in order to take well care of clients.)

* Selling optional tours for clients on spot.

- Other tasks when needed: translation: German – English or vice versa…

* Customer Service Skills:

- Dealing with customers and clients in a courteous, professional and diplomatic manner.

- Establishing and maintaining positive customer relationships.

- Able to adapt tone, language and style for different customers and situations.

- Able to handle complaints, aggressive customers and difficult situations.

- Visiting important accounts and clients to maintain good relations.

- Effectively presenting information.

- Willing to work nights, weekends, and holidays.

- Root-cause analysis.

- Analysing and planning workflow.

- Able to handle unreasonable expectations.

* German Native is priority.

Chưa cập nhật

Established in June 2004 in Ho Chi Minh City (Saigon), Focus Asia was initially set up to serve the Russian market. The main sales office was established in Moscow, from the start we have been the leading operator for that market.

In 2005, operations were extended to Cambodia and Laos, and 2006 to Myanmar. Our company is growing fast and proudly serves thousands of satisfied customers every year. Our objective for the upcoming seasons is to deliver the best services possible to your clients while opening and reinforcing our relations with key partners worldwide.

Since 2006, Focus Asia have received a growing number of tourists from other European countries, including Germany. In 2009 Focus Asia opened an office in Munich/Germany which is responsible for the European market.

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