Trade Coordinator

Island Routes is actively seeking to hire a Trade Coordinator. He/She will be responsible for handling communications via phone calls and emails regarding reservations booked by Travel Agents. Sounds interesting? Want to know more? See Below:

Trade Coordinator

The Trade Coordinator must be able to multitask in handling reports, emails and phone calls by providing accurate and updated information on products, promotions and procedures to all Travel Agents. He/She must maintain a current understanding of other departments’ operating policies and procedures, to make accurate decisions and proper recommendations to Travel Agents and must always provide excellent customer service and be able handle & defuse Travel Agent issues.

Core Responsibilities:

• Effectively assist with managing trade relationships, given trade agenda to grow and maintain revenue.
• To administer and execute on trade call-out programs for increased trade engagement and retention.
• Provide administrative support and manage the trade database for increased trade performance.
• To assist with critical database entry of registering Travel Agents (T/A).
• Assist with trade essential promotions, co-branding platforms, and social media.
• Solution-oriented with the ability to troubleshoot and handle Travel Agent complaints effectively.
• Consistently maintain a good record of punctuality and attendance.
• Handle Travel Agent inquiries – e.g. availability of tours, price quotes, product detail requests, tour inclusions, tour restrictions, etc.
• During phone interactions, display the ability to communicate at the highest levels with peers, supervisors, senior executives, vendors, partners, and other internal and external customers.
• Liaison between the Travel Agents and the IR Finance Department regarding queries such as Travel Agent commission inquiries, refund inquiries, duplicate charges, etc., and relaying the information provided appropriately.
• Provide instructions to Travel Agents on how to navigate the TA portal to complete registration, bookings, and payments.
• Assist & support the re-scheduling process by notifying Travel Agents when necessary – e.g. change in days/ times of operation, non-operating tours, etc.
• Handle queries regarding cancellation, refund, or tour change requests for existing Travel Agent bookings.
• Applying the guidelines of our cancellation and refund policies and advise Travel Agents accordingly. Follow-up by submitting refunds or applying of cancellation penalties.
• Develop and maintain an understanding of the day-to-day operations of various internal departments (e.g. Transportation) and their procedures and policies to suggest possible outcomes and make proper recommendations to Travel Agents.
• Understanding of Quality Assurance (Q.A.) guidelines to meet and/ or exceed service level expectations based on industry standards.
• Follow-up on bookings listed on 3 & 5-day travel reports to ensure all reservations are confirmed, Travel Agents are aware of the status of tours, and all the necessary arrangements were made in advance.
• Attend designated meetings and company-hosted/ sponsored events.
• Attend planned Familiarization Trips locally and overseas as needed.
• Identify & communicate system issues and concerns on time & notify the Operations Manager and relevant support teams.
• Maintain & support confidentiality as it relates to clients of IR & information related to IR operations and functionality.
• Meet and exceed KPIs and other service standard expectations of the company. Follow procedures outlined in governing S.O.P.s and guidelines to meet and/ or exceed compliance in accordance with company expectations.
• Perform and support other duties as assigned by the Call Centre Director or his/her designate.