Travel Consultant

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 Generic - 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. SPECIFIC JOB
ACCOUNTABILITIES In Resort Service & Guest Experience Centre - 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 theCrisis incident? team,
in the event of Force Majeure, crisis or cancellation situations during the
holiday experience.
Qualifications & Experience: Experience - More than ‎1 year of experience in
commercial/Sales/Reservations/Ticketing/ Travel & Tourism/ Customer Service.
Education - ‎12 Years schooling or equivalent Knowledge and Skills - Someone
who really understands the importance of exceptional customer experiences and
exceeding our customers' expectations. - A confident communicator with proven
persuasive and influencing skills. - Thrives on a busy service and sales
environment and self-motivated to achieve performance & business targets. -
Positive attitude and enjoys working as part of a team. - A flexible approach
with the ability to adapt to different people, customers, challenges and ways
of working. - Someone who wants to keep developing and able to take
accountability for their own learning. - Ability to really listen to the
customer, quickly identify their needs and think ahead to anticipate them. -
Excellent attention to detail and understands the impact of errors on the
business and customer. - IT literate and quick to learn. - Flexibility to work
shifts, including evenings, weekends and public holidays