Job PurposeTo directly interact with clients and potential clients (whether Retail, Government, Leisure or Corporate) to provide superior customer service and maintain a consistently high quality of travel services to ensure maximum enquiries are converted into sales of Airline tickets and travel related products.Job Outline

• Provide the highest standard of customer service to all clients using any system made available by the company to ensure error-free itineraries and travel arrangements that maximize customer satisfaction as well as revenues for Dnata Abu Dhabi.
• To sell Dnata Abu Dhabi products to clients at every opportunity, ensuring maximum sales of auxiliary products to increase revenues.
• Make travel related arrangements (reservations, issuing tickets) for clients while ensuring that all relevant airline rules have been complied with and that the product delivered is commensurate with clients expectations.
• Inform customers about any mandatory requirements covering their journey such as passport, visa, health requirements as well as other details such as check-in place and time.
• Handle refunds, complicated re-issues, MCOs/LPO/FPOs, PTAs, re-calculation of fares based on any change in itinerary and make necessary collections as required.
• Read, assimilate and implement all changes to DFO, Airline Fares, schedules and other relevant procedures, filing if necessary relevant information/material for reference, to deliver a peerless service to clients.
• Make regular phone calls to clients to update them on new products and services while constantly working on improving working relationships.
• Ensure all Revenue Documents issued are correctly reported on a daily basis, in the Back Office System to ensure accurate invoicing by Sales and Revenue Accounts Department or the Lodged Card Operator, as the case may be.
• Replace Supervisor in his / her absence.
• Any additional responsibilities assigned by management from time to time.

Qualifications / Experience

• Advanced level education or equivalent with a minimum of 2 years front-line travel experience.
• Standard fares and ticketing certificate from IATA or equivalent.

• Knowledge of Front Office systems / Airline reservations systems.
• Knowledge of world geography and major carrier networks to facilitate quick itinerary planning.
• Previous experience in designing holiday packages.
• A good command of written and spoken English is essential.
• Interpersonal ability, telephone and customer service skills.
• Proficient in MS Office applications i.e. word and excel

Preferred Additional Qualifications

• The ability to communicate in Arabic (both written and verbal) would be an advantage.

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