Counselor - customer service officer

Job Description

Title: Counselor - customer service officer

Company Name: Haven Holiday Ventures Limited

Vacancy: 10

Age: Na

Job Location: Dhaka

Salary: Tk. 20000 - 25000 (Monthly)

Experience: --

Published: 2026-09-06

Application Deadline: 2026-10-06

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

Customer Consultation

• Welcome and assist walk-in, phone, email, WhatsApp, social media, and website inquiries.

• Understand customer travel needs, budget, and preferences.

• Recommend suitable visa services and tour packages.

• Explain travel requirements, costs, and processing timelines.

• Build trust through professional and accurate travel advice.

Visa Counseling

• Advise customers on tourist, business, medical, student, work, and family visa requirements.

• Explain embassy documentation requirements and eligibility criteria.

• Provide visa application checklists and guidance.

• Coordinate with the Visa Processing Department for application submission.

• Update customers on visa application status.

Tour Package Counseling

• Recommend domestic and international tour packages.

• Explain itinerary details, hotel categories, transportation, sightseeing, and inclusions/exclusions.

• Customize tour packages based on customer requirements.

• Promote seasonal offers and promotional packages.

• Assist customers in selecting the most suitable package.

Sales & Booking Support

• Convert customer inquiries into confirmed bookings.

• Prepare quotations and travel proposals.

• Follow up with prospective customers.

• Coordinate with the Reservation Team for flight and hotel bookings.

• Promote travel insurance, airport transfers, and other value-added services.

Customer Relationship Management (CRM)

• Maintain accurate customer records in the CRM system.

• Record inquiries, quotations, bookings, and follow-up activities.

• Maintain communication with customers before, during, and after travel.

• Encourage repeat business and customer referrals.

Documentation Support

• Verify customer documents before forwarding them to the Visa Department.

• Ensure passports meet validity requirements.

• Collect photographs and supporting documents.

• Assist customers with travel forms and declarations.

• Maintain organized digital and physical customer files.

Customer Service

• Respond to customer inquiries promptly and professionally.

• Resolve complaints or escalate complex issues when necessary.

• Keep customers informed about booking and visa progress.

• Ensure a high level of customer satisfaction.

Coordination with Internal Departments

Work closely with:

• Visa Processing Department

• Reservation Department

• Tour Operations Department

• Finance & Accounts

• Sales & Business Development

• Marketing Team

to ensure seamless service delivery.

Payment & Financial Coordination

• Explain package prices and payment schedules.

• Coordinate payment confirmation with the Finance Department.

• Issue booking confirmations after payment verification.

• Assist customers with refund and cancellation requests according to company policy.

Product Knowledge

Stay updated on:

• Visa regulations

• Embassy requirements

• International travel rules

• Tour package details

• Airline policies

• Hotel offerings

• Travel insurance

• Attend product and destination training sessions.

Reporting

Prepare and maintain:

• Daily inquiry report

• Quotation report

• Booking conversion report

• Visa counseling report

• Customer follow-up report

• Customer feedback report

• Sales performance report

Compliance

• Follow company Standard Operating Procedures (SOPs).

• Protect customer confidentiality and personal information.

• Ensure compliance with travel and immigration regulations.

• Maintain ethical and professional conduct.