Travel Consultant - EKH

Job Purpose At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is a global leader in the aviation industry, known for its exceptional customer service and cutting-edge technology. Based in Dubai, the airline operates a vast network of international flights, offering passengers unparalleled comfort and convenience. As part of the Emirates Group, the company is committed to delivering innovative solutions and creating memorable travel experiences. With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide. As a Travel Consultant at Emirates Holidays, you will 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. - Generic - 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. - Use 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 always represent Emirates Holidays. - 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 cu

Travel Consultant at Emirates Holidays delivers a seamless sales and service experience to customers across channels (phone, face-to-face, email, WhatsApp, live chat). Responsibilities include providing high-quality customer experiences; understanding customer needs; meeting service level agreements; promoting and selling products; utilising CRM systems; handling inbound calls; managing lifecycle of customer requests; meeting customers in retail outlets; acting as a brand ambassador; conducting financial reconciliation and ticketing; providing business support to outstations sales team; reviewing and responding to complaints; coordinating with suppliers for rates and availability; handling issues such as failed flights and hotel arrangements; advising customers during in-resort disruptions; conducting pre-arrival and arrival briefings; achieving in-resort sales and satisfaction targets; handling non-voice communications (email, live chat, WhatsApp); aiming for first call resolution; upselling and cross-selling; delivering tailored VIP service.