Travel Consultant - Emirates - ref. b38087923
Job description / Role
Employment: Full Time
Job purpose
Dnata Travel Group represents the travel division of dnata, one of the world's largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading award-winning travel services provider.
As a travel consultant, you will be a front-line staff member and part of a 24/7 team who provides clients and potential clients superior and consistent quality travel services. You will sell airline tickets, travel-related products, and provide travel-related information.You will proactively service our customers via various channels (retail, phone, WhatsApp, email), supporting them with queries, amendments, proactive disruption management, and travel bookings. Convert the maximum number of enquiries into sales through efficient and friendly customer service.
In this role, you will:
Generic- Provide the highest standard of customer service to all clients, whether retail, government, or corporate, using all tools made available. Attend all customer queries in a timely and appropriate manner.
- Build valuable relationships with your customers and 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 contracted by dnata Travel and provide information on destination and product to all customers to ensure it meets their travel requirements.
- Maximise the sales/consultation opportunity to cross-sell or upsell any relevant auxiliary product to maximise 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 constantly working towards improving these relationships.
- Listen to our customers carefully, understand their exact needs and requirements, and 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 and sales performance targets against key performance indicators.
- Adhere to all set standards of our customer feedback program and any internal audit standards to ensure compliance with the expected benchmark defined by the customer audit team.
- 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 and 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 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
To be considered for the role, you must meet the following requirements:
- 12 years of schooling or equivalent and 1+ year of experience in commercial, sales, reservations, or ticketing.
- Experience in commercial, sales, reservations, ticketing, travel and tourism, or customer service.
- Someone who truly understands the importance of exceptional customer experiences and exceeding our customers' expectations.
- A confident communicator with proven persuasive and influencing skills.
- Thrives in a busy service and sales environment and is self-motivated to achieve performance and 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 is 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.
We want potential stars to help us deliver on the promises our customers make.
Salary & benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world. Experience what it is like to live and work in our fast-paced, cosmopolitan home city.
Job Function: Customer ServiceCompany Industry: Aviation, Airlines & Aerospace
About the Company
A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.
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