Travel Consultancy

Air Arabia Group; Sharjah; On-site; AED 56,000 - 89,000; Full time

Job summary

Jobs2Web is seeking a Travel Customer Service Advisor to handle inquiries from calls, emails, website and social channels, providing accurate information on tickets, packages, visas and other services.

You will process bookings, issue tickets, and coordinate visas while promoting promotions and cross-selling to maximize sales and customer satisfaction across branches.

Responsibilities

• Acts as the first contact for customers with respect to inquiries, information, different types of requests, complaints, etc. by responding to customer inquiries raised from different channels such as: calls, website, email, social media, on‑line chat and messaging applications. Provides accurate information about products and services including tickets, reservation, ancillaries, on‑board products and services.
• Works on promoting sales and customer activities as per guidance of the Reporting Manager, in line with the policies and procedures of the Company. These activities include but not limited to tickets, packages, holidays, visas, insurance, car rental, etc.
• Processes all bookings and visas for customers, issues tickets and finalizes all necessary travel arrangements through the system, following adopted procedures.
• Implements all cross‑selling techniques identified by the company to promote all services and achieve the individual target set, as previously communicated by your Reporting Manager. Follows up on all updates and new products or systems introduced by the company to maintain solid and proper knowledge of the company’s services and products.
• Contributes to maximizing sales and profitability of the branch by educating/selling customers all the services and products available with us. Educates customers on all new promotions, campaigns, special offers, and refers them to specialized personnel when needed.
• Establishes excellent customer relationships with all other branches’ current and potential clients. Handles all customer complaints, problems in a very calm and positive manner; follows the right procedures in directing the complaints through proper channels when needed.
• Provides high quality of services to all customers as per communicated Customer Care KPIs by the Reporting Manager. Shall respond to all customers’ inquiries raised by visits, calls, emails, etc. immediately and effectively. Handles all customers in a friendly welcoming attitude and refrain from any attitude that might lead to customer dissatisfaction.
• Processes / monitors visa applications and cancellations in line with general policies and procedures. Take necessary approval / action related to waivers in case of delay.
• Maximize sales and profitability, through up selling and cross selling to customers other products, services, promotions, campaigns, and special offers. Handles inquiry and finalizes all necessary travel arrangements through the system, by following the company adopted procedures.
• Move to any branch / department and perform any other duties as instructed by the Management based on business requirements.

Job description

Select how often (in days) to receive an alert:

• Acts as the first contact for customers with respect to inquiries, information, different types of requests, complaints, etc. by responding to customer inquiries raised from different channels such as: calls, website, email, social media, on‑line chat and messaging applications. Provides accurate information about products and services including tickets, reservation, ancillaries, on‑board products and services.


• Works on promoting sales and customer activities as per guidance of the Reporting Manager, in line with the policies and procedures of the Company. These activities include but not limited to tickets, packages, holidays, visas, insurance, car rental, etc.


• Processes all bookings and visas for customers, issues tickets and finalizes all necessary travel arrangements through the system, following adopted procedures.


• Implements all cross‑selling techniques identified by the company to promote all services and achieve the individual target set, as previously communicated by your Reporting Manager. Follows up on all updates and new products or systems introduced by the company to maintain solid and proper knowledge of the company’s services and products.


• Contributes to maximizing sales and profitability of the branch by educating/selling customers all the services and products available with us. Educates customers on all new promotions, campaigns, special offers, and refers them to specialized personnel when needed.


• Establishes excellent customer relationships with all other branches’ current and potential clients. Handles all customer complaints, problems in a very calm and positive manner; follows the right procedures in directing the complaints through proper channels when needed.


• Provides high quality of services to all customers as per communicated Customer Care KPIs by the Reporting Manager. Shall respond to all customers’ inquiries raised by visits, calls, emails, etc. immediately and effectively. Handles all customers in a friendly welcoming attitude and refrain from any attitude that might lead to customer dissatisfaction.


• Processes / monitors visa applications and cancellations in line with general policies and procedures. Take
  necessary approval / action related to waivers in case of delay.


• Maximize sales and profitability, through up selling and cross selling to customers other products, services, promotions, campaigns, and special offers. Handles inquiry and finalizes all necessary travel arrangements through the system, by following the company adopted procedures.


• Move to any branch / department and perform any other duties as instructed by the Management based on business requirements.