Job Purpose:The jobholder is a front-line staff member and a part of a 24/7 team who has to provide clients and potential clients superior and a consistent quality of travel services. To sell Airline tickets, travel related products and give travel related information. Proactively service our customers via various channels (retail, phone, WhatsApp, email), supporting them with queries, amendments, pro-active disruption management and travel bookings. Convert maximum number of enquiries into sales through efficient and friendly customer service.Job Outline:
- Provide the highest standard of customer service to all clients whether Retail, Government or Corporate, using all tools that are made available. Attend all customer queries in a timely and appropriate manner.
- Build valuable relationships with your customers & suppliers, ensuring your tone of voice, language and contact are in line with our brand guidelines and ensure a positive result for our clients.
- Offer products, services, and loyalty programmes that are contracted by dnata Travel and offer information on destination and product to all customers to ensure that it meets their travel requirements.
- Maximise the sales/consultation opportunity to cross sell/upsell any relevant auxiliary product to maximize revenue. Drive additional ancillary revenue through the sale of tours, excursions and activities.
- Inform customers about mandatory requirements covering their journey such as passport, visa, health and Insurance requirements as well as other details such as check-in place and time.
- Maintain excellent working relationships with clients to update them on new products and services while at the same time work towards constantly improving working relationships.
- Listen to our customers carefully, understanding their exact needs and requirements, wow them through our surprise and delight service. Put things right when things go wrong, ensuring that our customers leave with only a positive experience of us.
- Ensure that all forms of contact are handled quickly and with a friendly `can-do attitude, whilst achieving and exceeding service & sales performance targets against key performance indicators.
- Adhere to all of the set standards of our customer feedback program, and any internal audit standards to ensure that we comply with the expected benchmark defined by the customer audit team.
- Provide award winning service on holiday for our customers, primarily face to face, but also over the phone, via SMS & WhatsApp and through our new App Chat functionality.
- Work with our airlines Network Control and Reservation Services team, Destination Management Companies and hotels around the world. Monitor the network and ensure Emirates Holidays customers are proactively supported and looked after.
- Play an instrumental role within the `Crisis incident? team, in the event of Force Majeure, crisis or cancellation situations during the holiday experience.Qualification:
High School/A - Levels or equivalentExperience:
Minimum of 3-5 years front line travel experience as a Corporate Travel ConsultantKnowledge/Skills:
Knowledge of Standard fares and ticketing certificate from IATA or equivalent
Knowledge of any GDS like Sabre, Travelport etc.
Knowledge of world geography and major carrier networks to facilitate quick itinerary planning.
Interpersonal ability, telephone and customer service skills.
Proficient in MS Office applications i.e. word and excel.
Strong verbal and written English is a must
Spoken Arabic or any other foreign language would be an advantage, but not a must. Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. Thats on top of transport benefits, life insurance and more. Find out what its like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careersJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

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