- Website Management & Maintenance
- Manage, maintain and update the company's official website to ensure that all information, content, promotions and product listings are accurate and up to date.
- Upload, edit and maintain travel packages, tour itineraries, promotional campaigns, destination information, hotel packages, flight deals and other travel-related products.
- Ensure that website content, pricing, availability, terms and conditions, images and booking information are accurate before publication.
- Monitor website functionality, navigation, links, booking forms and enquiry channels to ensure a smooth user experience.
- Coordinate with website developers, IT vendors or external service providers to resolve technical issues, implement improvements and carry out website enhancements.
- Conduct regular checks to identify outdated information, broken links, errors or other website-related issues.
- Assist in improving website layout, usability, mobile responsiveness and overall customer experience.
- E-Commerce & Online Sales Operations
- Manage the daily operations of the company's online sales platforms, including the official website and other assigned e-commerce or online booking channels.
- Create, upload, update and manage online travel products, packages, promotional offers and service listings.
- Monitor online enquiries, bookings, orders and payment statuses, ensuring that all transactions are properly recorded and followed up.
- Coordinate with the Sales, Operations, Ticketing and Accounts departments to process online bookings and ensure timely fulfilment of customer requests.
- Verify booking details, customer information, payment records and relevant supporting documents before proceeding with booking arrangements.
- Monitor product availability, pricing, booking conditions and promotional validity to minimise errors and discrepancies.
- Handle booking amendments, cancellations, refunds and other post-sales matters in accordance with company policies and procedures.
- Maintain proper records of online transactions, booking references, customer enquiries and sales performance.
- Digital Content & Marketing Support
- Prepare, upload and update website content, promotional banners, travel advertisements, product descriptions and campaign materials.
- Assist in planning and executing online promotional campaigns to increase website traffic, customer engagement and online sales.
- Coordinate with the Marketing team on digital marketing activities, including social media promotions, email marketing and online advertising.
- Ensure that all marketing content is consistent with the company's branding, promotional objectives and business requirements.
- Assist in preparing promotional materials, including basic graphics, images, videos and other digital content where required.
- Monitor online campaign performance and provide feedback or recommendations for improvement.
- Search Engine Optimisation (SEO) & Website Performance
- Implement basic Search Engine Optimisation (SEO) practices to improve the website's visibility and search engine rankings.
- Update website page titles, descriptions, keywords, headings, image descriptions and other relevant SEO elements.
- Conduct basic keyword research and optimise travel-related content to improve organic website traffic.
- Monitor website traffic, visitor behaviour, enquiry conversion rates and other relevant performance indicators using tools such as Google Analytics and Google Search Console.
- Prepare periodic website performance reports and recommend improvements to increase traffic, engagement and conversion rates.
- Identify opportunities to improve website search visibility, content quality and online customer acquisition.
- Customer Enquiries & Online Customer Support
- Monitor and respond to customer enquiries received through the company website, online booking platforms, email and other assigned digital channels.
- Provide customers with accurate information regarding travel packages, itineraries, prices, booking procedures, payment requirements and travel arrangements.
- Follow up on customer enquiries and potential bookings to facilitate sales conversion.
- Coordinate with relevant departments to address customer requests, complaints, booking issues and service-related matters.
- Ensure that customer enquiries and complaints are handled professionally and within the required response timeframe.
- Maintain proper records of customer communications and follow-up actions.
- Payment, Booking & Administrative Coordination
- Liaise with the Accounts Department to verify online payments, payment receipts, refunds and transaction records.
- Ensure that online booking records and supporting documents are properly maintained and updated.
- Assist in reconciling online sales transactions against booking records and payment reports.
- Follow up on outstanding payments, incomplete bookings and failed transactions.
- Ensure that all online booking and payment processes comply with company procedures and applicable requirements.
- Maintain confidentiality and proper handling of customer personal information, payment records and business information.
- Reporting & Performance Monitoring
- Prepare regular reports on website performance, online sales, booking volumes, customer enquiries and campaign results.
- Monitor key performance indicators (KPIs), including website traffic, enquiry conversion, online booking volume and sales revenue.
- Analyse customer browsing patterns, sales trends and online campaign performance.
- Identify operational issues and recommend practical solutions to improve workflow, website performance and online sales.
- Provide regular updates to Management on ongoing projects, website issues, campaign performance and operational matters.
- General Duties & Responsibilities
- Work closely with the Sales, Operations, Ticketing, Accounts and Marketing departments to ensure smooth coordination of online business activities.
- Keep abreast of developments in e-commerce platforms, website management, digital marketing tools and online travel industry trends.
- Ensure that all assigned duties are performed accurately, efficiently and within the required deadlines.
- Adhere to company policies, procedures, confidentiality requirements and applicable laws and regulations.
- Undertake any other duties, responsibilities or assignments as may be reasonably assigned by Management from time to time, in accordance with the Company's business needs.