Customer Relation Executive

Job description

The Customer Relation Executive FIT Sales is responsible for managing the complete sales cycle for Free Independent Traveller (FIT) bookings.

The role involves identifying customer travel requirements, preparing customized itineraries and quotations, achieving monthly sales targets, coordinating with suppliers, confirming bookings, handling customer queries, and ensuring a seamless travel experience from enquiry to post-travel follow-up.

The ideal candidate should possess excellent communication, sales, customer service, and organizational skills, along with a strong passion for travel.

Key Responsibilities

Sales & Customer Engagement

• Contact prospective and existing customers to promote the company's travel products and services.
• Understand clients' travel requirements, preferences, budget, and expectations.
• Prepare customized travel itineraries and competitive quotations based on client requirements.
• Convert enquiries into confirmed bookings and achieve assigned monthly sales targets.
• Build strong relationships with clients to encourage repeat business and referrals.
• Follow up with customers on quotations and pending bookings.

Travel Planning & Operations

• Manage end-to-end FIT travel operations from enquiry to completion of travel.
• Coordinate with hotels, transport providers, airlines, activity providers, and other travel vendors to secure bookings and confirmations.
• Collect customer payments and ensure timely processing of all applicable charges and fees.
• Monitor ongoing trips and provide prompt assistance for schedule changes, emergencies, cancellations, or other travel-related issues.
• Handle amendments and customer complaints professionally while ensuring customer satisfaction.
• Maintain regular communication with clients before, during, and after travel to ensure a smooth travel experience.

Vendor & Internal Coordination

• Develop and maintain strong relationships with hotels, destination management companies (DMCs), transport providers, and other travel partners.
• Negotiate with vendors to obtain the best possible rates and services.
• Work closely with the Sales, Product, Visa, Ticketing, and Operations teams to ensure smooth execution of travel plans.
• Ensure vendor confirmations and service delivery are obtained within the required timelines.

Documentation & Administration

• Maintain accurate customer records, booking details, payment information, and operational updates in the company's CRM/system.
• Ensure all travel documents are complete, accurate, and delivered before departure.
• Maintain proper documentation for bookings, invoices, supplier confirmations, and customer correspondence.
• Prepare operational and sales reports as required by management.

Compliance & Quality

• Ensure all bookings comply with company policies, operational procedures, and contractual agreements.
• Maintain high standards of customer service and quality throughout the customer journey.
• Identify operational issues proactively and implement timely resolutions.
• Stay updated on travel destinations, products, visa requirements, supplier policies, and industry trends.