Position Summary

　　Ensure that all guest complaints are handled in a professional and timely manner which maximizes the likelihood that the business relationship will be maintained or enhanced while protecting the interest and reputation of A&K.

　　Responsibilities and Accountabilities

　　Ensure that all issues that arise while guests are traveling or upon return home are handled promptly

　　Advise the Department Manager of all guest/Travel Advisor issues of a serious or urgent nature in a timely fashion

　　Continuously monitor the Guest Relations email box, assign files, highlight problem areas, and note trends

　　Monitor the Guest Questionnaire email box, determine which issues require follow-up and action accordingly

　　Research/investigate all complaints with relevant parties (Travel Consultants, Managers, Product, DMC, and Third Party Vendors) to obtain relevant data to prepare an effective and prompt response

　　Recommend to the Manager fair and appropriate compensation, while maintaining budget goals, necessary to resolve guest concerns

　　Handle and ensure the efficient documentation of guest/Travel Advisor correspondence as well as all compensation financial figures for accurate reporting purposes

　　Research and provide necessary information to insurance companies for processing guest claims promptly

　　Attend QA meetings to review key trends with appropriate departments

　　Attend appropriate briefings and presentations to stay current with A&K destinations and products

　　Maintain a harmonious working relationship with personnel and overseas contacts

　　Maintain a team attitude and display a positive image of the department

　　Act as a backup to the front desk duties

　　Requirements

　　Skills and Abilities

　　Excellent verbal communication skills and phone etiquette

　　Ability to work in a high-pressure, high-stress environment

　　Superior customer-focused writing skills

　　Extraordinary customer service demeanour

　　Excellent organizational skills, attention to detail, and analytical skills required

　　Good judgment and problem-solving skills

　　Ability to work in a team environment

　　Intermediate to advanced computer skills required (Microsoft Office) and the ability to quickly master new technologies

　　Must be able to read/write/speak in English

　　Knowledge of world geography preferred

　　Education and Experience

　　Associate or Bachelor's degree or equivalent experience

　　Travel industry experience, international experience preferred

　　Special Requirements

　　Emergency Duty 24/7 phone coverage is required

　　Evening and weekend hours may be required

　　International travel may be required (and maintain a current passport)