Travel Consultant - EKH
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Key skills for this role
About the Role
Emirates Group is hiring a Travel Consultant for Emirates Holidays in Dubai to deliver seamless sales and service across phone, face-to-face, email, WhatsApp, and live chat. The role involves handling customer inquiries, sales, and support throughout the travel journey.
Key Skills for This Role
Responsibilities
- Take inbound customer calls and help create holiday experiences
- Meet customers face to face at retail outlets
- Conduct financial reconciliation on Emirates Holidays bookings
- Handle emails, live chat, and WhatsApp messaging
- Review, investigate, and respond to customer complaints
- Engage with customers pre departure and conduct welcome meetings
- Offer personalized service to VIP customers
Requirements
- Provide high quality customer experience
- Handle inbound customer calls and queries
- Achieve sales and service performance targets
- Utilize CRM system to manage customer lifecycle
- Maintain ownership of calls and follow ups
- Conduct financial reconciliation on bookings
- Review and respond to customer complaints
Full Job Posting
Job Overview
- Deliver a seamless sales and service experience to Emirates Holidays customers
- Share expertise of destinations and provide operational and service support across all stages of the customer journey
- Work across various channels including phone, face to face, email, WhatsApp, and live chat
Generic Responsibilities
- Provide a high quality customer experience to every customer
- Listen carefully to understand exact needs and requirements
- Ensure all queries are dealt with within minimum service level agreements
- Achieve and exceed sales & service performance targets against KPIs
- Keep up to date with product changes and personal development
- Build and maintain valuable relationships with customers and partners
- Promote and sell a wide range of products and services
- Effectively utilise all available systems, including CRM
Sales & Service
- Take inbound customer calls from new and existing customers
- Help customers create and curate holiday experiences
- Answer questions regarding existing bookings
- Maintain ownership of calls throughout the lifecycle of a caller's request
Retail Stores
- Meet customers face to face at retail outlets
- Work in a fast paced environment inspiring customers
- Use new technology and personalised customer service to showcase product range
- Act as a brand ambassador adhering to Emirates grooming standards
Customer Fulfilment
- Conduct financial reconciliation on Emirates Holidays bookings
- Work with stakeholders including business finance to ensure accurate file closures
- Handle ticketing for all Emirates Holidays bookings
- Provide business support to outstations sales team
Customer Relations
- Review, investigate, and respond to customer complaints
- Work with internal and external stakeholders to find solutions
- Act as first port of call for in resort customer emergencies or disruption
Dubai In Resort Concierge
- Engage with customers ahead of arrival with pre departure call
- Conduct welcome meetings upon arrival
- Achieve in resort sales and customer satisfaction targets
Non Voice
- Handle emails, live chat, and WhatsApp messaging
- Adopt first call resolution on all queries
- Proactively engage with customers and identify upselling opportunities
VIP
- Offer tailor made, personalised service to VIP customers
- Handle VIP customer end to end
- Work with key stakeholders and external partners to ensure smooth holiday
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