Join Unique Destination Travel Network (UDTN) and become part of a growing team shaping the future of travel support!

Work Location: Maadi

Work condition : On-Site

Can join immediately

Unique Destination Travel Network

UDTN is a fast-growing B2B travel distribution start-up offering a comprehensive marketplace of global hotels, ancillary services, and offline products (groups and special requests). Powered by Juniper technology, our platform provides real-time access to inventory and will expand from a retail web solution into advanced API distribution.

We are hiring a Sales Operations Manager to build, optimize, and scale the operational engine behind our commercial performance.

Key Responsibilities:

· Provide prompt assistance to customers across multiple channels (Phone, CRM, live chat, email).

· Efficiently manage and resolve issues and complaints with a high-quality resolution and speed.

· Ensure that all clients' requests, issues, and complaints are resolved promptly and accurately, according to defined policies, guidelines, terms, and conditions.

· Accurately document and categorize customer interactions within relevant systems.

· Consistently meet performance metrics, including SLAs, FRT, and Quality Score.

· Identify, report, and escalate emerging and recurring issues in a timely manner.

· Maintain a professional, empathetic, and positive attitude in all interactions.

· Oversee case escalations effectively, engaging with partners via phone and email.

· Ensure service recovery through high-quality resolutions.

· Take ownership of issues and collaborate cross-functionally for timely solutions.

· Keep customers and stakeholders informed about case progress.

· Negotiating for appropriate compensation as required.

Requirements:

· 1-3 years of experience in hotel operations support, in a B2B environment, is a MUST.

· Umrah Experience is a MUST.

· Excellent command of the spoken and written English language; additional language is a plus.

· Experience with offline/online operations simultaneously.

· Ability to solve problems and complaints professionally and tactfully.

· Efficient multitasking and prioritization of responsibilities.

· Resourceful and adapt at overcoming challenges.

· Initiative-taker, comfortable with ambiguity, and keen to meet and exceed targets.

· Willingness to work on rotational shifts, including weekends and public holidays.

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