Senior Executive - Operations

About the Company

TBO is a global technology-driven platform dedicated to simplifying travel procurement for agents and suppliers worldwide. Founded in 2006, it has evolved from a single air ticketing product into a comprehensive B2B travel portal servicing markets across the Americas, UK, Europe, Africa, Middle East, India, and Asia Pacific. Its extensive portfolio includes air travel, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruises, and cargo services. The platform leverages advanced AI/ML technologies to provide tailored offerings that increase conversion rates. With presence in 47 countries and business in 110 nations, TBO is a leader in technology-based travel distribution and management.

Key Responsibilities

• Promptly support partners regarding TBO’s products and services through phone, CRM, live chat, and email channels.
• Effectively handle and resolve customer complaints and issues with high-quality solutions.
• Accurately document and categorize customer interactions within the proper systems.
• Consistently meet performance targets such as SLAs, First Response Time (FRT), Customer Effort Score (CES), and Quality Scores.
• Report emerging or recurring challenges swiftly.
• Follow internal processes and policies during all customer engagements.
• Maintain a professional, empathetic, and positive demeanor at all times.
• Manage case escalations and communicate with partners via phone and email.
• Take ownership of issues and work collaboratively with cross-functional teams for timely resolution.
• Keep detailed case records and provide updates to customers and stakeholders on progress.
• Build comprehensive knowledge of products, processes, and company policies.
• Participate in Voice of Customer (VOC) initiatives to enhance customer experience.
• Effectively share knowledge and insights with team members through proper documentation and reporting.
• Contribute proactively to meetings and discussions aimed at improving operational efficiency.

Required Qualifications and Skills

• Minimum of 2 years’ experience supporting hotel operations.
• Ability to resolve conflicts and negotiate diplomatically.
• Strong time management skills to handle multiple concurrent tasks.
• Resourcefulness and enthusiasm for overcoming challenges.
• Self-driven with the capability to navigate uncertainty.
• Proactive collaboration with management to achieve targets and objectives.
• Willingness to work flexible shifts, including weekends and public holidays.