Senior Customer Care Officer
The Fabulous Getaway

Contract Type: 

Applications are open for all candidates to fill the Senior Customer Care Officer Job Vacancy at The Fabulous Getaway
The Fabulous Getawayis a destination management company for Sri Lanka under which seven of Sri Lanka’s most prestigious travel brands operate (including Red Dot Tours, Sri Lanka In Style, YAANA and Pepper Life). With a combined experience of over 30 years in designing and operating bespoke trips to Sri Lanka, we prideourselves on having an unparalleled understanding of the island and use this knowledge to create tailor-made tours which go above and beyond the ordinary. 


Key Responsibilities:

Maintaining a positive, empathetic and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

Communicating with customers through various channels.

Acknowledging and resolving customer complaints.

Processing orders, forms, applications, and requests.

Keeping records of customer interactions, transactions, comments and complaints.

Communicating and coordinating with colleagues as necessary.

Providing feedback on the efficiency of the customer service process.

Ensure customer satisfaction and provide professional customer support.

Build sustainable relationships and trust with customer accounts through open and interactive communication.

Provide accurate, valid and complete information by using the right methods/tools.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers.

Manage large amounts of inbound and outbound calls in a timely manner.

Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

Seize opportunities to upsell products when they arise.

Keep records of all conversations in our call center database in a comprehensible way.

Attend educational seminars to improve knowledge and performance level.

Meet personal/team qualitative and quantitative targets.


Desirable competencies and skills:

Passionate about travel and tourism

Excellent knowledge of latest tourism trends

Good understanding of different tourism offerings and options

Good knowledge of travel software

Excellent spoken and writen  English

Knowledge of additional languages is an advantage

Good sales and presentation skills

Customer oriented mindset

Critical thinker and problem solver

Team player

Good organizational and time-management skills


Academic requirements

Degree or equivalent desirable 



Minimum 3 years in similar capacity
Closing Date : 31/10/2019

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