Curated hotels for travel agents.

The ideal candidate must be experienced in B2B Travel Sales, with excellent knowledge of UAE and know the travel agents within the region. We are looking for someone who is highly motivated, organised and creative and welcomes the challenge of acquiring and developing new business by building key customer relationships, identifying new business opportunities and closing business deals. You will be reporting to the Head of Sales for Middle East and India.

Desired skills, experience, and expectations

• Based in UAE
• Bachelor’s degree or equivalent experience
• Minimum 3 years B2B Travel industry (only) related business development experience specifically in UAE
• Strong communication, interpersonal and negotiation skills
• Can work independently with minimal supervision as well as in a team
• Be ambitious, motivated by results, and have a hunger to succeed
• Be able to work under pressure and meet targets and deadlines in a fast paced ever changing environment
• IT literacy (MS Office, Online booking systems)
• Be familiar with travel agencies and their staff as well as trade distribution within the areas under management

Key skills and responsibilities

• Drive business growth in the territories assigned
• Cultivate strong business relationships with key decision makers in the agencies through regular visits
• Proactively identify new opportunities and deliver solutions to customers as an effort to grow business and help company expand

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Stuba.com is an award-winning global accommodation wholesaler, with offices in Australia, India, UAE, UK, and USA. The company offers a platform for travel agents to book hotels, utilising predictive analytics and algorithms to curate relevant hotel selections and enhance travel business efficiency. We are a rapidly growing travel company committed to innovation and excellence. We are looking for an experienced Recruiter to join our HR Department and take on a crucial role in growing our teams. Your focus will be on reducing our time-to-hire and ensuring we attract top talent to drive our success.

Desired skills, experience, and expectations

• Graduate / Postgraduate/ MBA (technical background preferred)
• Minimum 2.5 years’ experience in end-to-end recruitments
• Strong knowledge of MS-Office especially Excel
• Ability to organise and complete skills assessment that are appropriate for the vacancy requirement
• Hands on experience with various selection processes (video interviewing, phone interviewing, reference check etc.)
• Excellent verbal and written communication skills
• Decision making and multi-tasking
• Able to report on recruitment KPIs as set by HR Manager with suggestions for improvement

Key skills and responsibilities

• Ongoing research and recommend new sources for active & potential vacancy requirements ensuring success can be tracked by channel.
• Continuously develop networks/partnerships to actively build database/pipeline of candidates & successful business partners.
• Prepare and publish report on a monthly basis against recruitment KPIs with areas for improvement particularly where staff retention is under 75%.
• Ensuring high level of confidentiality whilst maintaining candidate records & required recruitment documents.
• Review HR software and suggest any improvements for recruitment purposes.
• With leaders / hiring managers current vacancy requirement plan to include profiling, package benchmarking, sourcing strategies & interview / selection techniques.
• To effectively manage the current vacancy recruitment process by :
  • Signing off job descriptions for all vacancies, ensuring they are kept up to date
  • Agreeing and promoting job openings in relevant source channel for the role
  • Screening CV’s and applications ensuring both candidates and hiring manager is updated on the hiring process
  • Communicating company information and benefits during screening process
  • Handling the end-to-end interview cycle as per requirement plan
  • Answering candidates and internal queries regarding vacancies
  • Providing feedback to the business and the candidate when necessary and appropriate
  • Staying up to date on the company’s organisation structure, policies, job responsibilities and set the right expectations with the new candidate
  • Ensuring that the new recruits are onboard successfully within the business
  • Being responsible for ensuring all relevant paperwork and systems are kept up to date
• Co-ordinate with department managers to forecast future hiring needs by analysing turnover and retention rates
• Stay up to date on labour legislation and inform recruiters and managers about changes in regulations within the local source market
• Recommend ways to improve our employer brand
• Ad hoc administrational duties upon request may include organising team away days, scheduling meetings, planning team meetings.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

The ideal candidate must be experienced in B2B Travel Sales and have knowledge of the GCC / Middle East region. We are looking for someone who is highly motivated, organised, creative and welcomes the challenge of acquiring and developing new business by building key customer relationships, identifying new business opportunities and closing business deals. This is an inside sales job however overseas travelling will be required occasionally.

Desired skills, experience, and expectations

• Min Bachelor’s Degree or equivalent qualification.
• Min 4 years of experience of B2B Sales/ Business Development/ Account Management in Travel or Airline (Aviation) Industry.
• Well acquainted with the travel business in GCC / Middle East region.
• Strong communication, negotiation and interpersonal skills.
• Team player who can also work independently with minimum supervision.
• Comfortable with flexible timing of work and travel for Business.
• Proficient using MS Office and other CRM tools.
• Social Media (Linked In/ WhatsApp) and Internet Savvy.

Key skills and responsibilities

• Promote the company in the market.
• Developing new leads and on boarding them.
• Generate maximum business from new and existing clients.
• Build good communication and relationships with the clients.
• Represent the company at conferences, exhibitions and events.
• Make regular interaction with clients through visits, calls and meetings.
• Prepare and analyse reports on business and sales activity.
• Keep updates on business trends, key competitors, events and market analysis.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

This role will form a pivotal part of Stuba’s API connectivity team, bringing on board the many new API integrations that power Stuba’s continued growth. You will be providing expert knowledge of our API to help customers with their IT projects such as websites, travel distribution technologies & other new innovations.

Desired skills, experience, and expectations

• Good written and verbal communication skills (English)
• Experience providing excellent customer service
• A working understanding of XML API’s
• Excellent attention to detail
• Intermediate Excel skills
• Excellent problem-solving
• Knowledge of all Microsoft Office products
• Previous experience in the Travel and Tourism Industry

Key skills and responsibilities

• Oversee all customer and software house API integrations from initiation to go-live
• Answer customer integration queries quickly and accurately, whilst delivering the exemplary customer service standards Stuba is recognised for
• Attend integration kick off calls
• Maintain and build upon integrator resources
• Improve processes to reduce length of time taken to onboard API customers
• Provide periodic reports on progress to management

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Desired skills, experience, and expectations

• Relevant minimum experience: 3 years
• Familiarity with testing automation tools like Selenium, JMeter and Postman for API testing
• Familiarity with issue tracking tools like JIRA
• Strong analytical and problem-solving skills
• Ability to understand and grasp requirements quickly translating them into test scenarios and cases effectively
• Effective verbal and written communication skills
• Ability to document issues and test cases
• Must have good team bonding skills, ability to adjust and accommodate within the team

Key skills and responsibilities

• Perform testing of various applications using appropriate types of testing like functional testing, regression testing, sanity testing etc
• Perform API testing, browser testing
• Create test documentation based on requirements and devise test scenarios to effectively test the requirements
• Log defects in defect tracking system
• Create an Issue log with all the details
• Collaborate with other teams to present findings or any other discussions
• Communicate issues effectively with development team
• Make presentations of requirements to stakeholders and give UATs.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Desired skills, experience, and expectations

• Relevant minimum experience: 3 years
• Must have good verbal and written communication skills
• Must have good understanding of the business case and scenarios
• Requirement gathering and business understanding skills
• Good decision-making skills
• Knowledge of wireframes, flowcharts and algorithms
• Knowledge of writing requirement documents or process documents
• Must be aware of SDLC/ Agile Methodology/Waterfall

Key skills and responsibilities

• Good Team player
• Requirement gathering and analysis skills
• Creating documents
• Identify the business use case for the gathered requirement
• Maintain the documentation
• Use of wire frames / flow chart tools
• Communicate the status of the project in a timely manner to the team
• Contribute to maintain the knowledge repository

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our Customer Service executives are the front-line of our global business that delivers great service locally to our key markets. Having been recognised for offering the very best in customer service, we are looking someone to service the Stuba Pacific regions. This will involve handling the majority of non-urgent calls with first time resolution, however if complex, the global Pune team are there to take over when required. We are looking for someone to work independently and be a self-motivator whilst being able to work remotely and alongside the global customer service team in Pune.

The role involves daily communication with our clients and suppliers over the telephone and via email, to assist them in a variety of ways with the booking and amending process. Other duties include ensuring that our CRM system is kept up-to-date and telephone calls answered in line with our client expectations. This role can involve being on the phone for the whole working day so an excellent telephone manner is required.

Desired skills, experience, and expectations

• Minimum of 1-year Customer Service experience within a call centre environment
• Excellent customer service with a focus on quality execution
• Able to multi-task, keep calm under pressure and remain patient at all times
• Excellent written and spoken English skills
• Excellent phone handling skills with strong listening skills
• A “can do” attitude and self-motivated
• Ability to work independently as well as part of a team, be it as a team player of a small team locally as well as in cooperation with the global team remotely
• A sound understanding of web usability & functionality
• High attention to detail with the ability to analyse information and problem solving
• Hard-working, enthusiastic and diligent
• Well organised and ability to manage time effectively
• Able to follow processes whilst adhering to tight deadlines
• Customer focussed and always looking to exceed client expectations

Key skills and responsibilities

• Candidates will need to be able to work as a team, as well as being able to motivate themselves and use their own initiative.
• The ability to multi-task and prioritise under pressure in order to meet tight deadlines and communicate effectively internally and externally at all levels is essential.
• To provide excellent levels of customer service according to the business service level agreements when assisting our customers via telephone or email in making, administering and cancelling bookings on our own website and with suppliers.
• A background in the Travel Industry / Customer Service Call Centre is preferred.
• Resolve all customer queries to mutual satisfaction; by clarifying the customer query, determining the action required by selecting and explaining the best solution to solve the query, expediting corrections and adjustments that are viable, following up to ensure resolution.
• Being able to follow service level agreements and ensuring queries are escalated timely and/or handover completed when required.
• Perform various day-to-day duties;
  • Ensuring assigned CRM tickets are up-to-date at all times.
  • Ensuring phone calls are answered timely and in a professional manner at all times.
  • Ensure CRM tickets are created following any phone or email query that requires further action and resolved in line with team objectives.
  • Perform data entry task via codes and spread sheets to track vital business information when required.
  • Recognise and prioritise key accounts with complete ownership of the query until satisfactory resolution.
  • To be able to deal with difficult situations in a professional manner at all times.
  • Confident in using different websites and systems, often at the same time whilst talking on the phone.
  • Be comfortable liaising with the correct departments across the business, often remotely and across time zones, for specific situations and/or queries.
  • Follow Customer Service processes and Stuba Operational policy at all times whilst ensuring that the satisfactory resolution is achieved by managing client expectations.
  • Resolve all issues by clarifying the customer’s requirements; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting when required to ensure satisfactory resolution in a timely manner.
  • Knowing when to grasp a sales opportunity and convert into a booking.
• Perform ad-hoc individual projects upon request and according to the brief.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are looking for a Business Development Manager based in New Delhi, who has a good knowlegde of B2B Travel Business within the region. The successful candidate will be someone who is highly motivated, organised, self disciplined and creative in identifying and developing new business opportunities along with maintaining a good business relationship with the existing ones.

Desired skills, experience, and expectations

• Min Bachelors Degree or equivalent qualification.
• Min 2 years of experience of B2B Sales/ Business Development/ Account Management in Travel or Airline (Aviation) Industry.
• Well acquainted with the travel business in New Delhi region.
• Strong communication, negotiation and interpersonal skills.
• Team player who can also work independently with minimum supervision.
• Comfortable with flexible timing of work and travel for Business.
• Proficient using MS Office and other CRM tools.
• Social Media (Linked In/ WhatsApp) and Internet Savvy.

Key skills and responsibilities

• Promote the company in the market.
• Developing new leads and on boarding them.
• Generate maximum business from new and existing clients.
• Build good communication and relationship with the clients.
• Represent the company in conference, exhibition and events.
• Make regular interaction with clients through visits, calls and meetings.
• Prepare and analyse reports on business and sales activity.
• Keep updates on business trends, key competitors, events and market analysis.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

This role is an important and challenging one as the successful candidate will be responsible for handling post-travel complaints end to end in order to provide a complete after-care service for our clients. Stuba takes pride in its product and service offering which as a result delivers a low complaint ratio. It is always our aim to ensure that any issues are resolved prior to check in and at very least prior to check out. However, in the rare occasion there is a complaint this is treated seriously, and a thorough investigation is completed to ensure that the customer is satisfied with the outcome. In addition, that any compensation due is covered by the supplier where appropriate as well as the business is aware of any patterns identified to ensure that there are not recurring complaints.

Desired skills, experience, and expectations

• At least 2 years experience managing complaints, ideally on your own, or as a part of a team.
• Sound understanding of working within company terms & conditions and/or industry guidelines to ensure compliance is adhered to.
• Excellent listening, rapport building, empathising, negotiating and persuading skills to ensure customer satisfactory outcomes at minimal cost to the business.
• Excellent written and verbal English communication skills with a high level of attention to detail and commitment to quality.
• Advanced in MS Word and Excel with working knowledge of CRM systems is desired.
• Be comfortable using their own initiative, managing the end to end complaints handling process themselves as well as working as part of a team to ensure the best outcome for both customer and the business is achieved at all times.
• Proven ability to multi task, prioritise and work well in a busy pressurised environment.
• Be customer service advocate across the business, able to both quantify issues and identify opportunities, overcoming challenges when finding solutions to reduce complaint ratio.
• A natural problem solver with the ability to interpret data, empowered to take decisive action when required to ensure that the customer is satisfied and the right, reasonable solution is provided timely.
• Demonstrates confident and professional manner with the ability to manage conflict, negotiate and influence at all levels.
• A background in the travel industry and/or B2B’s.
• Legal background or experience in handling legal claims.

Key skills and responsibilities

• To manage an end-to-end resolution of after-service queries, complaints and disputes.
• To confidently navigate and source information from multiple internal systems and reference materials.
• To negotiate and liaise with our suppliers and clients until a satisfactory result is achieved for all parties.
• To process refunds or compensation payment against bookings.
• To recover from suppliers all compensation that is paid out.
• To ensure that all after-service queries are regularly updated, responded to and closed within industry guidelines & company SLA.
• To manage supplier, agent and/or internal escalations to ensure KPIS are meet and SLAs adhered to.
• To highlight any service issues or escalated cases to the After Travel Customer Service Senior Executive when relevant with suggestions or proposed next action.
• To log and manage own workload according to department requirements.
• To report any underlying issue(s), trends and quality concerns to the After Travel Customer Service Senior Executive with suggestions to ensure complaints do not reccur.
• To involve Customer Support Team when necessary to check and avoid further complaints on future bookings.
• To involve Data Team when necessary to update, remove or add relevant information shown in hotel profile or erratas.
• To involve IT Department when necessary to investigate potential system errors / mismatches and establish liability.
• To meet department objectives in regard to complaints.
• To provide assistance to other areas of the business as and when required.
• To provide emergency cover to our Customer Support Team as and when required by the business.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

The ideal candidate must be experienced in B2B Travel Sales and have knowledge of the region and travel agents of Gujarat. We are looking for someone who is highly motivated, organised, creative and welcomes the challenge of acquiring and developing new business by building key customer relationships, identifying new business opportunities and closing business deals. This is a field job and will require regular travelling across key cities in Gujarat.

Desired skills, experience, and expectations

• Min Bachelors Degree or Equivalent Qualification.
• Min 2 years of experience of B2B Sales/ Business Development/ Account Management in Travel or Airline (Aviation) Industry.
• Well acquainted with the Travel business in Gujarat region.
• Strong Communication, Negotiation and Interpersonal skills.
• Team Player who can also work Independently with minimum supervision.
• Comfortable with flexible timing of work and travel for Business.
• Proficient using MS Office and other CRM tools.
• Social Media (Linked In/ WhatsApp) and Internet Savvy.

Key skills and responsibilities

• Promote the company in the market.
• Developing new leads and on-boarding them.
• Generate maximum business from new and existing clients.
• Build good communication and relationship with the clients.
• Represent the company in conferences, exhibitions, and events.
• Make regular interaction with clients through visits, calls and meetings.
• Prepare and analyse reports on business and sales activity.
• Stay updated on business trends, key competitors, events and market analysis.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Reporting to the Head of Marketing, this role will suit an organised individual, who is used to working on multiple projects at any one time. The primary responsibility is to support the marketing department to deliver campaigns aimed at enhancing our online and offline presence across various source markets.

Desired skills, experience, and expectations

• Experience in whatsapp marketing, ensuring regular, high quality and creative output
• Experience in email marketing and content creation
• Strong desire to learn along with professional drive
• Solid understanding of different marketing techniques
• Excellent verbal and written communication skills
• Creative thinker
• Passion for marketing and its best practices
• Good interpersonal and communication skills.
• Able to work in a fast-paced environment with a ‘can do’ and pro-active mindset.
• Have a good working knowledge of Canva or other similar design software.
• Knowledge of social media platforms (in particular LinkedIn, Twitter, Instagram and Facebook).
• Knowledge of WordPress would be desirable but not essential.
• Proficiency with Microsoft suite.
• Being a competent video editor would be desirable but not essential.

Key skills and responsibilities

Provide administration support to the marketing department to implement and deliver the marketing plans and ensure the company’s presence on multiple public platforms is on brand including:

• Source the images required by the marketing department and manage the library of marketing assets.
• Support the marketing department with daily administration tasks.
• Support the data cleansing in conjunction with the Head of Marketing and Designer.
• Assist with email content creation and newsletter upload in conjunction with the Designer.
• Liaise with Head of Sales, Middle East and India with marketing requirements and feedback weekly.
• Implement Whatsapp strategy in India and Mena markets. Ensure content is distributed timely and all creatives are in line with current branding.
• Create monthly Whatsapp report on engagement, posts and recommendations for moving forward.
• Assist in keeping Mena and India LinkedIn up to date in conjunction with Digital Marketing Executive.
• Assisting in keeping the Stuba website current and up to date in conjunction with the Digital Marketing Executive.
• Any other ad hoc marketing tasks that may arise by working closely with the Head of Marketing to deliver efficient communications solutions and projects.
• Research new online media opportunities that may benefit the business including social media, blogs and forums.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

The ideal candidate must be experienced in B2B Travel Sales, with excellent knowledge of Qatar and know the travel agents within the region. We are looking for someone who is highly motivated, organised and creative and welcomes the challenge of acquiring and developing new business by building key customer relationships, identifying new business opportunities and closing business deals. You will be reporting to the Head of Sales for Middle East and India.

Desired skills, experience, and expectations

• Based in Doha
• Bachelor’s degree or equivalent experience
• Minimum 3 years B2B Travel industry (only) related business development experience specifically in Qatar
• Strong communication, interpersonal and negotiation skills
• Can work independently with minimal supervision as well as in a team
• Be ambitious, motivated by results, and have a hunger to succeed
• Be able to work under pressure and meet targets and deadlines in a fast paced ever changing environment
• IT literacy (MS Office, Online booking systems)
• Be familiar with travel agencies and their staff as well as trade distribution within the areas under management

Key skills and responsibilities

• Drive business growth in the territories assigned
• Cultivate strong business relationships with key decision makers in the agencies through regular visits
• Proactively identify new opportunities and deliver solutions to customers as an effort to grow business and help company expand

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our ideal candidate will have good knowledge of B2B Travel Business in Bangalore and the South India region. We are looking for someone who is highly motivated, organised, self disciplined and creative in identifying and developing new business opportunities along with maintaining a good business relationship with the existing ones.

Desired skills, experience, and expectations:

• Minimum of a Bachelors Degree or equivalent Qualification.
• Minimum of 2 years of experience of B2B Sales/ Business Development/ Account Management in Travel or
  Airline (Aviation) Industry.
• Well acquainted with the travel business in Bangalore and South India region.
• Strong communication, negotiation and interpersonal skills.
• Team player who can also work independently with minimum supervision.
• Flexible working hours and happy to travel for business.
• Proficient using MS Office and other CRM tools.
• Social Media (Linked In/ WhatsApp) and Internet Savvy.

Key tasks and responsibilities:

• Promote Stuba to educate partners on the full use of our product and website.
• Developing new leads and on boarding them.
• Generate maximum business from new and existing clients.
• Build good communication and relationship with the clients.
• Represent the company at conferences exhibitions and events.
• Make regular interaction with clients through visits, calls and meetings.
• Prepare and analyse reports on business and sales activity.
• Keep updates on business trends, key competitors, events and market analysis.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

The ideal candidate must be experienced in B2B Travel Sales and have knowledge of the Mumbai region and know the travel agents in Mumbai region. We are looking for someone who is highly motivated, organised and creative and welcomes the challenge of acquiring and developing new business by building key customer relationships, identifying new business opportunities and closing business deals.

Desired skills, experience, and expectations:

• Min Bachelors Degree or Equivalent Qualification.
• Min 2 years of experience of B2B Sales/ Business Development/ Account Management in Travel or Airline (Aviation) Industry.
• Well acquainted with the Travel business in Mumbai region.
• Strong Communication, Negotiation and Interpersonal skills.
• Team Player who can also work Independently with minimum supervision.
• Ok with flexible timing of work and field job.
• Proficient using MS Office and other CRM tools.
• Social Media (LinkedIn/ WhatsApp) and Internet Savvy.

Key tasks and responsibilities:

• Promote the company in the market.
• Developing new Leads and on boarding them.
• Generate maximum business from new and existing clients.
• Build good communication and relationship with the clients.
• Represent the Company in Conference, Exhibition and Events.
• Make regular interaction with Clients through visits, calls and meetings.
• Prepare and analyse reports on Business and Sales activity.
• Keep updates on Business Trends, Key Competitors, Events and Market Analysis.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Desired skills, experience, and expectations

• Ability to motivate self and others, with strong people leadership skills.
• Operations, call centre, Customer Service, or relevant experience within a process driven environment with proven responsibility of multi-sites / projects required.
• Ability to deliver, monitor and report on individual and team service KPI’s regularly and upon request. 
• Where required to take corrective action and/or proactive measures to ensure KPI’s are delivered.
• Ensure that all operational resources are optimised within budget by forecast capacity planning and have tactics in place for unplanned events.
• Excellent phone manner and written communication with experience in Customer Care required.
• Demonstrates confident and professional manner with the ability to manage conflict, negotiate and influence at all levels.
• Excellent investigative and analytical skills with ability to find repeat patterns and reoccurring issues from data collected to drive Customer Services efficiencies.
• Be customer service advocate across the business, able to both quantify issues and identify opportunities, overcoming challenges when finding solutions to drive operational efficiencies.
• Proficient in MS Word and Excel with working knowledge of MS Outlook desired.
• A problem solver with the ability to think on your feet, empowered to take decisive action when required to ensure that the customer is satisfied and the right, reasonable solution is provided timely.
• Ability to work well in a busy pressurised environment.
• Passion for providing excellent customer service, driving operational efficiencies and working within the travel industry.
• Telecoms and email management experience advantageous.

Key skills and responsibilities

• Manage, motivate and develop the Customer Support team ensuring excellent levels of customer service by;
• Handling escalation issues and difficult situations in a calm and professional manner liaising with all parties involved.
• Responsibility for escalated product, system or service problems from the team.
• Supporting the team to exceed individual and team targets and KPI’s.
• Hands on support during busy times and providing holiday and sickness cover across both teams.
• Completing and keeping up to date the team work rota to ensure all office hours are covered.
• Energising your team to achieve high levels of motivation on a daily basis.
• Perform individual 1 to 1’s, probation period, absence, holiday, performance and all other day to day general staff management.
• Ensure all members of the team are fully trained and competent in all aspects of their role.
• Providing and monitoring new starter training, on-going training and coaching for the team.
• Ensuring team members are confident in selling and upselling products to our customers.
• Implementing and updating procedures and policies. 
• Regular assessment and quality control of team’s performance including monitoring of emails and telephone calls and giving constructive feedback to assure their adherence with all regulations and expected standards of service.
• Act as the point of contact for team members for various queries.
• Build strong relationships with trade partners and 3rd party suppliers.
• Proven experience managing performance improvements in all aspects of customer delivery through communications and support activity. 
• Ensuring Duty Manager email inbox is always up to date. 
• Ensure deadlines are met and standard of work is consistently high.
• To be able to deal with difficult situations in a professional manner. 
• Recommend potential products or services that best suit the customer’s needs.
• Meet the objectives and performance measures within the company guidelines.
• Pro-active planning and management of resources to meet demand cycles, managing monthly rotation and holidays.
• Provide Out of Hours, Weekend and Bank Holiday cover on a rotation basis if necessary.
• General office administration duties as per the needs and changes of the business such as Monthly payroll adjustments; new starter recruitment; new starter/leaver set up) 
• Represent the company internally and externally in a positive and ‘lead by example’ way.

Everyone is welcome

Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Desired skills, experience, and expectations

• Graduate and above
• 2 to 5 years relevant experience in Client Relationship Management
• Excellent command over written and verbal English
• Good understanding of MS-Office tools
• Clarity of thoughts and words
• Planning efficiently while avoiding analysis paralysis
• Interactive and good at probing
• Flexibility to work in rotational shifts
• Make timely, practical, effective decisions
• To take initiative without being asked
• Experience in using any CRM system
• Experience in travel, tourism, hospitality and bank would be a valuable add on

Key skills and responsibilities

• Efficient dealing of support cases which are assigned for completion
• To acknowledge and revert to participant questions, as well as question participants to obtain full understanding of the situation
• Responsible for complex problem resolution
• Maintain accurate documentation of all cases and CRM updated
• Creating and improving procedures
• Ability to remain focused, and on top of client and supplier follow ups
• Take ownership and responsibility for customer issues
• To prioritize assignments in hand and ability to multi-task even in critical situations
• Is open to and responds flexibly to change
• Willingness to roll up sleeves and foster cross-functional and cross business teamwork
• Seeks and shares job-relevant learning, developmental experiences, and feedback to enhance performance

Everyone is welcome
Stuba is an equal opportunity employer. We don’t discriminate on the basis of race, religion, caste, colour, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.