The core responsibility of the Travel Assistant is to serve as the frontliner of the company, Viyahe Philippines Inc. Because of their in-depth knowledge and experience with the travel industry, they are expected to be more capable in delivering excellent customer service experience to the clients.

DUTIES AND RESPONSIBILITIES

• Follows the direction of the business objectives, mission, vision and core values.
• Facilitates the booking of reservations for all travel related services and make follow-ups on pending reservations or inquiries whenever necessary.
• Recommend and arrange travel related products and services such as accommodations, tours, transfers, visa assistance with the best rate possible and most suited to customer’s needs.
• Responds timely to requests for price quotations for domestic and international routings.
• Monitors passenger flights for any involuntary schedule change and advises them accordingly.
• Assists various customer requests like, but not limited to, date or route change, name corrections, ancillary services, upgrades and mileage claims.
• Manually construct fares and add applicable taxes, surcharges and mark-ups if necessary on a per transaction basis for flights, hotels, and other products.
• Pushes for sales booking to achieve the set target sales.
• Accurately sends quotations, fare calculations, reservations, invoices and booking details to customers.
• Conforms to the company's corporate and leisure travel standards, operation’s protocols and processes consistently.
• Secures all customer-related information confidentially, based on the company’s data policy.
• Promote fares and rates that match the company-advertised airline promotions, corporate's travel program policies and negotiated contracts. Applies promo fares and corporate discounted fares/rates accordingly.
• Updates regularly with the current booking conditions of airlines, travel advisories and the like and communicate the same to customers as deemed necessary.
• Achieve all service level agreements such as Average Handling Time (AHT), Average Response Time (ART), First Response Time (FRT), Queueing Time (QT) and Conversation Abandonment Rate (CAR).
• Maintains client profiles, ensuring special requests and reward program information such as frequent flyer/transfers/hotel stay are included.
• Provide chat assistance to customers during crisis or emergency situations within the duration of their booking with Viyahe.
• Monitors, sorts and works with Amadeus queues daily to maintain quality control.
• Take ownership of the customers assigned to with highest importance.
• Checks and advises customers regarding applicable visa and medical vaccination requirements to their travel destination and other necessary travel-related information.
• Responsible for doing pre-flight and post-flight departure check to customers.
• Takes charge of the Transaction Reporting during the shift as instructed by the Team Leader.
• Creates purchase order & billing statement as and when required.
• Adheres to the Travel Assistant Quality Assurance (TAQA) to ensure accuracy and completeness of all information given to the customers since all chat conversations are regularly monitored and evaluated for quality assurance.
• Keeps abreast of travel-related information, such as new airfares, routes, top airlines, frequently travelled destinations, new immigration and airline policies, etc.
• Respect the authority and diligently follow the tasks given by the Asst. Team Lead / Team Lead and the management.
• Other duties as assigned by the Operations Manager and the Management.