Candidatul Ideal
Prior experience in claims handling, customer service, legal assistance, or travel/aviation industry is a plus
Drafting and communication skills – ability to write clear, precise, and professional official and business correspondence, strong verbal and written communication for interacting with clients, partners
Self-organization & time management – capacity to manage priorities, meet deadlines, and work independently
High information-processing ability – efficiency in handling and analyzing large volumes of data and documentation
Adaptability – flexibility to perform effectively in a fast-paced and changing environment (e.g., travel disruptions)
Bachelor's degree - preferably in Tourism, Law, Business Administration, or related fields
English - B1/B2 level
MS Office Suite (Word, Excel, PowerPoint, Outlook) Knowllage and collaboration platforms: Microsoft Teams, Share Point – for reporting, drafting responses, email communication tracking
Descrierea jobului
Manage standard and non-standard client complaints, requests, and inquiries related to travel disruptions (e.g. delays, cancellations, accommodation, excursions, guide performance) after the stay ended and monitoring if complaints across all travel stages become a definite one and official
Investigate cases/complaints by communicating with internal departments, and third parties (DMC and partners), clients/Tourists; gather and analyze information regarding these inquiries: investigating circumstances, collecting, and analyzing information.
Redirecting official complaints, government authority requests, and claims from counter parties to the responsible legal counsel/Legal dept.
Proposing responses to standard inquiries within company-defined timelines and redirect to the responsible legal counsel/Legal dept. to be approved for release
Analyzing non-standard inquiries and formulating proposals for resolution or escalating the request to the appropriate responsible departments
Handle follow-up and repeated complaints professionally
Keeping records of received and processed inquiries, classifying them, and generating reports on key issues and complaint reasons.
Collaborating and sharing information with other departments to identify problematic hotels, partners, guides, and other services with high complaint rates. In cases of systematic violations, ensuring the removal of such services from sales.
Monitor and ensure compliance with task deadlines per internal procedures.
Providing recommendations for department/process improvements and support additional department-related tasks as needed
Beneficii:
Career in a large international fast-growing company.
We support the development of employees and offer: GROW UP corporate university, compensation for external education and training.
Regina Maria medical subscription.
A culture of openness, equality and support.
Corporate travel discounts with Join UP!
Hybrid work manner
Central headquarter office, near to Piata Romana
Descrierea companiei
From 2002 Join UP! is leading tour operator that aims to make the wildest travel dreams come true. We work every day to organize a comfortable, interesting, affordable and high-quality vacation for our tourists in various parts of the world.
• Since 2002 Join UP! occupies a leading position in Ukraine tourism market
• The company has 47 travel directions, with both exotic (such as Tanzania, Japan, China) and the most popular among central Europe and Baltics (such as Turkey, Greece, Egypt) destinations.
• We work only with well-known, trustworthy partners.
• Join UP! Is operating in Ukraine, Romania, Baltic countries, Moldova and Kazakhstan.
• The company’s franchise network of travel agencies “Join UP! to travel " includes more than 100 offices around Ukraine.
• More than 8 500 travel agencies are our brand representatives.
