ETS Consultant VIP

reed & mackay; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Reed & Mackay in Dubai is seeking an ETS Consultant, VIP to build strong client relationships and deliver a high-touch travel service across air, rail, car rental and hotel bookings. You will use Reed & Mackay/Navan technology to provide accurate reservations, proactive cost-saving advice, and seamless support across chat, call and email.

The role requires customer service experience in a TMC/BT environment, advanced GDS knowledge (Sabre/Amadeus/Galileo) and IATA accreditation, plus a proactive,

Qualifications

• Demonstrated customer service experience in a TMC/ BT Consultant role covering air, rail car and hotel.
• Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus to advanced level (Sabre preferred).
• IATA Accreditation (WWAFT / VAII / BA2)
• Exceptional written and verbal communication skills
• Tech forward, solutions driven self-starter with a growth mindset

Responsibilities

• Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements with a desire to always exceed client expectation.
• Effectively manage your workload to meet all deadlines as required, either set by the client or within R&M
• Ability and willingness to service different client industry sectors across the wider business
• Demonstrate innovative thinking and provide a consultative approach
• To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an all-encompassing service
• To be responsible for the delivery of all air, rail, car rental, ferry, black car and charter reservations and to advise clients on best practice utilizing R&M and Navan technology

Skills

Customer service experience

GDS Sabre

GDS Galileo

GDS Amadeus

IATA Accreditation

Written and verbal communication

Tech-forward

Growth mindset

Job description

At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.

With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.

Looking for the next opportunity? Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.

The main role of a ETS Consultant, VIP is to build relationships and understand the needs of our client’s while

delivering a ‘high touch’ service that saves clients time and drives down their total cost of travel.

KEY RESPONSIBILITIES:

Service Expectation

• Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements with a desire to always exceed client expectation.
• Effectively manage your workload to meet all deadlines as required, either set by the client or within R&M
• Ability and willingness to service different client industry sectors across the wider business
• Demonstrate innovative thinking and provide a consultative approach
• To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an all- encompassing service
• To be responsible for the delivery of all air, rail, car rental, ferry, black car and charter reservations and to advise clients on best practice utilising R&M and Navan technology

Operational Excellence

• Assist travellers with best-in-class travel support, requiring a great deal of supplier, destination and system knowledge.
• Pro-actively build meaningful and long-lasting relationships both internally and externally
• Make quick and accurate analysis of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings as required.
• Monitor all bookings for further saving opportunities up until completion of the trip
• Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
• Support users with self-service of the Navan platform and app.
• Provide travel support through multiple contact channels: chat, call and email.
• Respond to customers within SLA expectations and requirements.
• Follow company and client travel and expense policies, along with global compliance procedures.
• Provide regular feedback to stakeholders.
• Participate in team meetings to ensure you are up to date with new product launches, supplier updates and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support.
• Commitment to attendance and completion of all assigned training.
• Meet individual performance metrics and support the organisation and company business objectives.

WHAT WE'RE LOOKING FOR:

• Demonstrated customer service experience in a TMC/ BT Consultant role covering all supplier products i.e. air, rail car and hotel.
• Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus to advanced level (Sabre preferred).
• IATA Accreditation (WWAFT / VAII / BA2)
• Exceptional written and verbal communication skills
• Tech forward, solutions driven self-starter with a growth mindset
• Demonstrated ability to make effective use of resources available to complete tasks to agreed deadlines
• Comprehensive knowledge of the travel industry and products in the market including different aircraft types and cabins
• Knowledge of Low-Cost Carriers in the market and their different products available
• Fully conversant with various rail, black car, LCC, OTA booking systems
• Ability to build an exceptional rapport with all clients and colleagues
• Entrepreneurial spirit with a passion for innovation, efficiency and continuous improvement

Equal Opportunities

At Reed & Mackay we welcome everyone with an open mind and an open heart. This is because we knowpeoples' different experiences, identities and backgrounds helps us to build a culture where everyone cancollaborate and be their authentic selves, whilst feeling safe, valued and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities. No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion,disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, tocandidates who have a disability or are neurodivergent. Please notify us of your requirements at [e-mail].