Provide comprehensive customer support via various channels including computers, email configuration, phone, and WhatsApp, ensuring timely and accurate responses to inquiries, feedback, and requests.
Utilize iPad and other tools effectively to assist customers with travel guidance, itinerary planning, and sharing of travel photos and memoirs on Instagram.
Facilitate communication with customers through DMs (Direct Messages), WhatsApp, and phone, ensuring a seamless and personalized experience.
Proactively address any negative feedback or concerns raised by customers, ensuring timely resolution and follow-up to maintain customer satisfaction.
Need to maintain data of stationery gifting. Take follow ups for timely gifting as per mentioned by team with proper address as per co-ordination with client.
Use feedback data to drive continuous improvement initiatives across all aspects of the business, including product offerings, customer service processes, and event planning.
Data Management and Organization:
Manage Excel data and Drive uploads for all travel-related photos and recordings, ensuring proper organization and categorization by event, contest, volunteer, itinerary, Client name, Email, Phone No, Kids information, Photos, Recording. If any information is missing ask respective person also mentioned they shared photos or Recordings of their memory or not.
Photos, Recording & Data which is created by Graphics team must be maintain properly. Maintain folder name that has date for given client, pics country, city, username and location wise, year, used data & unused data.
Regularly review and update folder names, file naming conventions, and metadata tags to reflect changes in client preferences, event details, and organizational needs.
Regularly audit and clean up the database to remove duplicate records, outdated information, and irrelevant data, improving data quality and usability with senior approval.
Ensure completeness and accuracy of customer data, including contact information, shared photos or recordings, and itinerary details, by coordinating with customers and internal teams.
Ensure to check Mailing list on DM/Email and Whats app number.
Create default messages format for everything and answer likewise.
Check inventory of stationery gifting, maintain proper stock & ask for requirements in advance
Content Coordination and Marketing Support:
Coordinate with the graphics team to utilize customer data effectively in marketing materials and campaigns, pushing for the use of relevant data in graphics and content creation.
Assist in coordinating content creation and digital marketing efforts, ensuring alignment with customer feedback and recommendations.
Ensure consistency in branding, messaging, and tone of voice across all content formats and platforms, maintaining brand integrity and identity.
Monitor competitor marketing activities and industry trends to identify opportunities for differentiation and innovation in marketing strategies.
Itinerary Planning and Recommendations:
Develop and recommend personalized travel itineraries based on customer preferences, interests, and feedback, ensuring timely delivery and accuracy.
Collect feedback from customers and recommend improvements to itineraries and services based on customer interactions and experiences. If not getting an answer, connect to seniors for further process.
Run campaigns promoting recommended itineraries, ensuring alignment with customer needs and interests with the marketing team.
Event Coordination and Feedback Management:
Coordinate on-ground events and activities, ensuring smooth execution and customer satisfaction.
Coordinate, and execute on-ground events and activities related to travel experiences, promotions, or brand awareness campaigns.
Liaise with vendors, venues, and partners to ensure all logistical arrangements are in place for successful event execution.
Oversee event setup, registration, and attendee management to ensure a seamless and enjoyable experience for participants.
Collaborate with the marketing team to promote events through various channels and maximize attendance and engagement.
Monitor feedback channels such as surveys, social media, and direct communication to gather insights into customer satisfaction, preferences, and areas for improvement.
Conduct post-event evaluations to assess the success of the event, gather feedback from participants, and identify areas for improvement.
As per define format and content of the enquiry data to be stored in the Excel sheet, ensuring consistency and accuracy in data recording.
Data Privacy and Compliance:
Ensure compliance with data privacy regulations and copyright laws in all customer interactions and data management activities.
Coordinate with the content and event teams to maintain data security and privacy standards throughout the customer journey.
Monitoring and Reporting:
Monitor key performance indicators (KPIs) related to customer satisfaction, response time, and itinerary recommendations, identifying areas for improvement and implementing corrective actions as needed.
Generate reports on customer engagement, feedback, and campaign performance, providing insights and recommendations for continuous improvement.
Continuous Learning and Development:
Stay updated on industry trends and best practices in customer service, data management, and digital marketing, actively seeking opportunities for professional development and skill enhancement.
