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8 months ago
DCV Technologies Ltd
Salary: £22,000 - £24,000
Location: Hammersmith
Job type: Permanent
Contact: Jordan Lloyd
Category: Tour Operator Jobs

JOB TITLE: Contracts Executive – Mandarin OR Cantonese OR Vietnamese Speaker


Job Description/Summary:

This is an excellent opportunity for a candidate with previous experience in the tour operator or travel setting, specifically with high level of negotiation skills. Someone who is proactive, able to solve problems under pressure in a very dynamic environment. The right candidate will also demonstrate the ability to communicate at all levels in a multi-cultural environment. Senior level of influencing others, the ability to resolve conflict and excellent communication skills are a must have for this senior position.


The right candidate will be expected to:

Make and confirm reservations using a booking system for services (ferries, trains, restaurants, admissions to places of interest, guides, assistants, cruise tours, etc.) using telephone and email systems

Handling of incoming mail

Deal with customer enquiries and be able to prevent issues and exceed their expectations

Manage the bookings on-going process and interface with operations department to ensure that time commitments and quality standards are achieved

Determine whether space is available on travel dates requested by customers, and assign requested spaces when available

Make sure that we have received confirmation of our bookings from suppliers and it’s archived accordingly

Inform operations department of any changes such as fully booked dates, closed places of interest and offering and arranging the alternatives.

Processes cancellations and modifications and promptly relays this information to the other related departments

To take part in familiarisation with all destinations in order to gain up-to-date information on issues and amenities in order to meet clients’ needs, as well as to target more clients in particular seasons

Advise quotation department with requested information about the prices and other service’s conditions

To look for new suppliers according to client request and market demand, getting the group rates and prices from them; negotiating and contracting the services at the best prices in the market

Analyse and review pricing for already contracted services, negotiating them in order to stay compatible in the market

Amend product and supplier information in the booking system and keeping it up to date

To make sure all the final information for booked services is provided for the group to run smoothly on the road

Make sure suppliers’ invoices are matching our booked service pricing

Work closely with accounts department while chasing pro-forma invoices for pre-booked services

Deal with complaints, looking for solutions and alternatives, to keep client satisfied with booked and provided service.

The candidate needs to be able to explain information and the ideas clearly, creatively and convincingly in the mother tongue, both written and oral, as well as in a foreign language (especially verbally)

Identify opportunities to correct parts with incorrect pricing in system to make booking process more efficient.

Able to support in organising the team’s workload daily along with line manager

Willing to provide support to colleagues during emergencies and/or challenging situations as they develop

Demonstrate the ability to negotiate contracts at a senior level

Work closely with line manager on booking situation, destination and market analysis

Provide suggestions for improvement on processes accordingly

Provide induction and training of new starters as needed

Coaching of existing staff members

Willing to undertake any reasonable request made by management in any other areas of the house



Skill Requirements:

Must have exceptional customer service skills and a strong customer orientation

Must have strong organizational and time management skills and be able to effectively handle multiple priorities and meet deadlines.

Ability to work under pressure and to tight deadlines

Requires close attention to detail, ability to identify issues and implement processes to prevent errors.

Ability to use internet and web-based resources efficiently and effectively

Must be collaborative and be able to work in a team-based environment as well as on his/her own initiative and willing to be ‘’hands-on’’

High ethical standards, analytical ability

Decisiveness - ability to resolve conflicts between different parties in a dispute and find suitable solutions to challenges.

To possess a good ability in maintaining their composure and objectivity when under pressure (from various agents, all at once)

Senior level teamwork skills

Understanding of conflict management between team members

Experienced in delegation and at the same time being ready to take over the delegated task as needed

Experience in training new staff members and mentoring and coaching existing ones

Analytical skills using large volume of data

A solid working knowledge of Microsoft Word, Excel, Outlook and the Internet


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