Travel Consultant EKH

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline company in Dubai seeks experienced customer service professionals to enhance the travel experience for its customers. You will be responsible for providing outstanding customer service across multiple channels, maintaining call ownership, and delivering personalized assistance. Ideal candidates will have a minimum of three years' experience, strong communication skills in English and an additional language, and the flexibility to work various shifts. Attractive salary and travel benefits offered.

Benefits

Attractive salary

Travel benefits, including discounts on flights and hotel stays

Multicultural work environment

Qualifications

• Minimum 3 years of work experience in a Customer Service environment.
• Proficiency in written and verbal English and one additional language (Arabic, Spanish, Italian, or German).
• Willingness to work on a rostered schedule including evenings and nights.

Responsibilities

• Deliver high-quality customer experience across all communication channels.
• Assist customers in creating holiday experiences and respond to inquiries.
• Conduct financial reconciliation for bookings and ensure accurate records.
• Manage customer complaints and provide solutions quickly.
• Engage with customers pre-departure and maintain communication during the trip.
• Deliver tailored services for VIP customers.

Skills

Customer Service Excellence

Communication Skills

Problem-Solving

Sales Techniques

Job description

Job Purpose

To 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 channels including, but not limited to, phone, face-to-face, email, WhatsApp, and live chat.

Responsibilities

In this role, you will:

• 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.
  Using 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 represent Emirates Holidays at all times.
• 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

To be considered for the role, you must meet the below requirements:

• Minimum 3 years of work experience in a Customer Service environment
• Proficiency in written and verbal English communication skills and one of the following languages: Arabic, Spanish, Italian, or German
• Willingness to work on a rostered schedule / shift based working hours including evening and night shifts

Salary & benefits

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.

You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.