Travel Consultant
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Key skills for this role
About the Role
Emirates Holidays seeks a Travel Consultant to deliver seamless sales and service across phone, face-to-face, email, WhatsApp, and live chat. You will understand customer needs, promote products, and handle bookings, complaints, and in-resort support.
Key Skills for This Role
Responsibilities
- Provide a high quality customer experience to every customer, every time
- Take inbound customer calls from new and existing customers, helping them create holiday experiences
- Meet customers face to face at retail outlets, inspiring them to handcraft their perfect holiday
- Conduct financial reconciliation on Emirates Holidays bookings
- Review, investigate and respond to all customer complaints
- Handle emails, live chat and WhatsApp messaging in line with service standards
- Offer tailor made, personalised service to VIP customers
Requirements
- Minimum 3 years of work experience in a Customer Service environment
- Proficiency in written and verbal English and Arabic, or German communication skills
- Willingness to work on a rostered schedule / shift based working hours including evening and night shifts
Full Job Posting
Job Purpose
- At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’.
- As a Travel Consultant at Emirates Holidays, you will deliver a seamless sales and service experience to Emirates Holidays customers through sharing expertise of our destinations and providing operational and service support to our customers across all stages of their journey, across our various cha
Generic
- Provide a high quality customer experience to every customer, every time.
- By listening carefully to our customers, you will understand their exact needs & requirements, ensuring that all queries are dealt with within our minimum service level agreements.
- Ensuring that all forms of contact are handled quickly, and with a friendly can do attitude, whilst achieving and exceeding sales & service performance targets, against key performance indicators.
- Using initiative, keep up to date with product changes, and personal development to always be one step ahead of the game.
- Build and maintain valuable relationships with customers and partners, ensuring that tone of voice, written language and contact are in line with our brand guidelines.
- Where appropriate, find the opportune time to promote & sell our wide range of products & services.
- Effectively utilise all available systems, including our CRM system, to effectively manage the customer lifecycle.
Sales & Service
- Take inbound customer calls from new & existing customers, helping them to create and curate holiday experiences, and answer questions regarding existing bookings.
- Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow ups with internal teams.
Retail stores
- Meet customers face to face at one of our retail outlets, working in a fast paced environment, inspiring our new & existing customers handcraft their perfect holiday.
- Use a combination of new technology, and personalised customer service, showcase our fantastic product range, and bring holidays to life.
- You will act as a brand ambassador, adhering to the meticulous Emirates grooming standards, ensuring that you always represent Emirates Holidays.
Customer Fulfilment
- Conduct financial reconciliation on Emirates Holidays bookings, working closely with the respective stakeholders including business finance to ensure accurate file closures, to record profit.
- Ticketing for all Emirates Holidays bookings, in line with the agreed guidelines.
- Provide business support to the outstations sales team, helping them to secure the sale by coordinating with suppliers for rates and availability, assisting with ticketing queries, providing product support, dealing with failed flights and hotels, and tallying of financial records.
Customer Relations
- Review, investigate & respond to all customer complaints in line with our agreed standards and policies.
- Work closely with our various internal and external stakeholders to find solutions when things go wrong.
- Act as the first port of call for any in resort customer emergencies or disruption, supporting them with making urgent changes to their bookings, coordinating with our suppliers, and provide them with advice.
Dubai In Resort Concierge
- Effectively engage with customers ahead of their arrival with a pre departure call, giving them an overview of their holiday, capturing special requests, as well as promoting our range of ancillary products.
- Conduct welcome meetings with customers upon their arrival, helping them get the best from their holiday.
- Achieve the agreed in resort sales and customer satisfaction targets.
Non Voice
- Handle emails, live chat & WhatsApp messaging in line with our agreed service standards & SLAs.
- Adopt a first call resolution on all queries.
- Proactively engage with customers, identifying opportunities to reach out and ask the right questions, as well as upselling and cross selling our range of products & services.
VIP
- Offer a tailor made, personalised service to identified VIP customers, carefully curating bespoke holiday packages and experiences.
- Handle a VIP customer end end as per our department standards throughout all parts of the customer journey.
- Work closely with key stakeholders and external partners to ensure that all aspects of the customers holiday run smoothly, taking the opportunity to surprise, delight and WOW our customers at every touch point.
Qualification
- Minimum 3 years of work experience in a Customer Service environment.
- Proficiency in written and verbal English and Arabic, or German communication skills
- Willingness to work on a rostered schedule / shift based working hours including evening and night shifts.
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