Job Detail

Responsibilities
1. OTA Platform Management & Content Operations: Manage and optimize Online Travel Agent (OTA) platforms (e.g., Viator, Expedia, Ctrip, Booking.com, Trip.com, Klook, GetYourGuide). Handle end-to-end product onboarding, including account registration, uploading products, updating content, pricing, and availability.
2. Booking & Reservation Processing: Monitor, process, and confirm incoming bookings from various OTA systems accurately and in a timely manner. Input and sync bookings into internal operational systems.
3. Reservation Accuracy & Quality Control: Double-check all booking records, guest details, and travel itineraries to ensure zero errors and smooth tour execution.
4. Customer Support & Review Management: Respond to customer inquiries, chat messages, and reviews across OTA platforms promptly and professionally. Maintain high response rates and platform ratings.
5. Operational Coordination: Handle operational changes, schedule adjustments, and special client requests in coordination with the operations team.
6. Problem Solving & Complaint Handling: Address and resolve customer complaints in a timely and professional manner to ensure excellent customer satisfaction.
7. Administration & Reporting: Assist with operational administration, channel performance tracking, and basic invoicing or payout reconciliation related to OTA channels.


Qualifications
1. Bachelor's degree in Tourism, Business Administration, E-commerce, Marketing, or a related field.
2. At least 2 years of experience in OTA management, e-commerce, tour operations, or travel consulting within the tourism industry.
3. Familiarity and hands-on experience with major OTA extranets and dashboards (e.g., Viator, Klook, GetYourGuide, Expedia, Trip.com).
4. Proficient in Microsoft Office (Excel, Word) and quick to learn new booking or channel management software.
5. Strong command of written and spoken English (essential for handling global platforms and international communications).
6. High attention to detail in managing product listings, pricing, and booking data to prevent errors.
7. Strong organizational and problem-solving skills, with the ability to handle multiple OTA channels, tasks, and priorities simultaneously.