Job Description

MAIN OBJECTIVE OF ROLE:
To support the network through functions associated with Reservation Support, Group Services, Visa Services, Staff Travel, Credit Card call outs and Agency Support.

KEY RESPONSIBILITIES:
Handles all reservation related queries from travel agencies with regard to the Travel Agency (TA) portal and GDS. Responds to phone calls/emails in a timely and professional manner ensuring service quality levels are maintained at all times. Handles group services related queries from travel agents and ensuring other group support jobs such as pre-flight checks, time limits, inserting names, meals, special handling of Haj/Umrah movements. Handles flight disruption related to passenger reservation due to delays, flight cancellations, processing rebooking's, providing alternatives and liaising with airports and other airlines. Ensures schedule changes are implemented correctly, ensuring passengers are informed and alternatives are provided as per company policy. Processes staff ticket reservations, transfers, changes and cancellations as per company policy. Enters visa applications into Electronic Dubai Naturalization and Residency Department (e-DNRD) system and facilitate visas for General Sales Agents (GSA), Distributor Staff, external department for their guests and for Commercial teams, and follows up on pending visas to ensure Visas are approved within the time specified. Processes Visa extension requests. Reviews credit card failed transactions and works to recover potential losses caused by technical issues. Supports the testing of new and enhanced versions of the in-house systems to ensure functionality and usability. Coordinates with finance for credit /refund related queries, ensuring refunds are worked out correctly and in a timely manner.

QUALIFICATIONS:
High School Diploma Fluent in English (other languages an advantage) Previous experience in a customer service or reservations role is preferred. 2 - 4 years

COMPETENCIES:
Customer Focus Teamwork Effective Communication Personal Accountability & Commitment to achieve Resilience & Flexibility (Can do attitude)

ISR Requirements:
* Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.