The Client Experience Coordinator is responsible for managing client inquiries, quotations, bookings and customer communications. The role serves as a primary point of contact for clients, ensuring a seamless travel experience from initial inquiry through to post-travel follow-up while maintaining exceptional service standards and supporting business growth.
Responsibilities
Client Engagement & Sales Support
- Respond to client inquiries via phone, email, WhatsApp and social media.
- Understand client travel preferences and recommend suitable travel experiences.
- Prepare and send quotations, itineraries and travel proposals.
- Follow up on inquiries and quotations to support booking conversion.
- Maintain a high standard of professionalism and customer service.
Client Experience Management
- Serve as the primary point of contact throughout the client journey.
- Provide timely and accurate information to clients before, during and after travel.
- Handle client requests, changes and concerns professionally.
- Collect and document customer feedback to improve service delivery.
Booking & Travel Coordination
- Coordinate accommodation, activities and travel arrangements with suppliers and partners.
- Confirm bookings and reservations accurately and efficiently.
- Prepare travel documentation and itineraries.
- Maintain accurate booking records and client information.
Administration & Reporting
- Maintain CRM and customer databases.
- Track inquiries, quotations and bookings.
- Prepare weekly activity and performance reports.
- Support operational and administrative projects as required.
- Assist in improving internal processes and customer experience standards.
Success in this Role
- Deliver exceptional customer experiences.
- Achieve strong inquiry-to-booking conversion rates.
- Maintain high levels of customer satisfaction.
- Ensure booking accuracy and operational efficiency.
- Build trusted relationships with clients and travel partners.
Application Instructions
As part of your cover letter, please describe a situation where you exceeded a customer's expectations and explain the steps you took to achieve a positive outcome.
We encourage applicants to highlight experience in customer service, hospitality, tourism, travel coordination, sales support or other client-facing roles.
Strong written communication, attention to detail and organizational skills are essential for success in this role.
Only shortlisted candidates will be contacted.
