(Support Specialist (International Tour & Hotel

Job Overview:
The purpose of this position is to provide comprehensive solutions and specialized consulting in the field of hotels and international tours to customers. This role involves identifying and addressing travelers’ needs throughout all stages of their journey, including responding to inquiries, resolving potential issues, and providing continuous support before, during, and after travel.

Responsibilities:

• Review, follow up, and resolve 100% of customer issues, complaints, feedback, and suggestions for all Alibaba Travel clients, including individual and corporate customers.
• Monitor and supervise issues related to back-office operations, hotel and tour panels, and promptly communicate problems to supervisors.
• Record and maintain accurate customer contact logs (call reasons).
• Provide travel and booking consultations to customers.
• Create and follow up on support tickets.
• Guide travelers before, during, and after their trips.
• Accurately record daily activities and performance in the CRM system.
• Collaborate with team members to foster a culture of teamwork and support.
• Respond to supplier inquiries and receive updates from them.

Requirements:

• Bachelor’s degree minimum, preferably in Hospitality, Tourism, Tourism Management, or Foreign Languages.
• Relevant work experience in customer support, travel services, or hotel and tour sales. Experience with international tour and hotel products is a plus.
• Experience with CRM systems and online booking panels is an advantage.
• Proficiency in English (at least upper-intermediate level).
• Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint).