Travel Consultant EKH

SupportFinity™; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A travel service provider in Dubai seeks a Customer Service Representative to deliver high-quality support across various channels, including phone, email, and in-store. Candidates must have at least 3 years of experience and be proficient in English and another language. The role involves engaging with customers pre-and post-arrival, resolving complaints, and handling VIP clients. Attractive salary and travel benefits are included.

Benefits

Attractive salary

Travel benefits

Discounts on flights and hotel stays

Qualifications

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

Responsibilities

• Provide high-quality customer experience across multiple channels.
• Handle customer calls, emails, live chats & WhatsApp queries.
• Conduct financial reconciliation on bookings and manage customer lifecycle.
• Review and respond to customer complaints and engage in up-selling.
• Create personalized experiences for VIP customers.

Skills

Customer service expertise

Communication skills

Problem-solving

Sales abilities

CRM utilization

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.

In This Role, You Will

• Provide a high‑quality customer experience to every customer, every time.
• Listen carefully to our customers to understand their exact needs & requirements, ensuring queries are dealt with within our minimum service level agreements.
• Handle all forms of contact quickly and with a friendly, can‑do attitude, while achieving and exceeding sales & service performance targets against key performance indicators.
• Use initiative, stay up to date with product changes, and pursue personal development to be one step ahead.
• Build and maintain valuable relationships with customers and partners, ensuring tone of voice, written language and contact align 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, to manage the customer lifecycle.

Sales & Service

Take inbound customer calls from new & existing customers, helping them 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 new & existing customers to handcraft their perfect holiday. Using a combination of new technology and personalised customer service, showcase our product range and bring holidays to life. Act as a brand ambassador, adhering to Emirates grooming standards and representing Emirates Holidays at all times.

Customer Fulfilment

Conduct financial reconciliation on Emirates Holidays bookings, working closely with stakeholders including business finance to ensure accurate file closures and record profit. Ticket for all bookings in line with the agreed guidelines. Provide business support to the outstations sales team, helping them 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 financial records.

Customer Relations

Review, investigate & respond to all customer complaints in line with our agreed standards and policies. Work closely with internal and external stakeholders to find solutions when issues arise. Act as the first point of contact for in‑resort emergencies or disruptions, supporting urgent booking changes, coordinating with suppliers, and providing advice.

Dubai In‑Resort Concierge

Engage with customers ahead of arrival with a pre‑departure call, giving them an overview of their holiday, capturing special requests and promoting ancillary products. Conduct welcome meetings upon arrival, helping customers maximise their holiday. Achieve agreed in‑resort sales & customer satisfaction targets.

Non‑Voice

Handle emails, live chat & WhatsApp messaging in line with our service standards & SLAs. Adopt a first‑call resolution on all queries. Proactively engage with customers, identifying opportunities to upsell and cross‑sell our product range.

VIP

Offer a tailor‑made, personalised service to identified VIP customers, carefully curating bespoke holiday packages & experiences. Handle the VIP journey from start to finish, working with key stakeholders and external partners to ensure all aspects run smoothly, surprising, delighting and WOWing them at every touch point.

Qualifications

• Minimum 3 years of work experience in a Customer Service environment.
• Proficiency in written & verbal English and one of Arabic, Spanish, Italian or German.
• Willingness to work on a rostered schedule / shift‑based hours, including evenings and night shifts.

Salary & Benefits

Join us in Dubai and enjoy an attractive salary and travel benefits, including discounts on flights and hotel stays around the world.

You can find more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on life in our cosmopolitan city can be found in the Dubai Lifestyle section.