Job Description

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Conduct regular checks to identify outdated information, broken links, errors or other website-related issues.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.

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.

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.

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.

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.

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.

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.

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.