Job Purpose
Provide a high level of customer service and support to both existing and new clients and suppliers. Provide guidance and support to clients, using a variety of communication methods to enable the smooth running of day to day operations within the department
Key Tasks
- Offer exemplary customer service to clients all times across all methods of communication
- Should have a good understanding of all the Services and systems (Air & Land arrangements)
- Should adhere to the Organizational policies, practices and procedures.
- Should be able to respond the client queries within the company’s agreed SLA (Service Level Agreement).
- Processes all bookings and visas for Corporate customers, to corporate team to issues tickets and finalizes all necessary travel arrangements through the system, following adopted procedures.
- 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.
- Sharing knowledge and information with colleagues
- Provide feedback and suggest possible actions where challenges are encountered
- Flexibility to in shifts and as per roster duty that may fall on a weekend or Holidays
- Should be able to work independently
- Should be able to handle the load and work smoothly under pressure.
- Should have seller’s drive attitude and sell the products and services efficiently
- Should be able to achieve revenue targets and service SLAs at all times
- Should be closing the DSR (Daily Sale Report) and report all the documents on the day of issuance itself.
- Move to any branch / department and perform any other duties as instructed by the Management based on business requirements.
Sales & Customer Experience
- Develop a growth strategy focused both on financial gain and customer experience
- Conduct research to identify new market opportunities and tailor products and services to meet customer needs
- Arrange business meetings with prospective new clients and agencies
- Focus on Customer experience & building long-term relationships with new and existing customers
- Be a team player and promote team work
- Protects company’s value by keeping all business information confidential.
- Demonstrate strong interpersonal skills in order to build a healthy rapport with the travel trade community & business houses.
Operational Excellence
- Follow established processes and procedures to streamline workflow and optimize efficiency in day-to-day operations. Maintain accurate records of client interactions, bookings and payments.
- Collaborate with team members to coordinate travel arrangements and resolve operational issues promptly.
- Move to any branch/department and perform any other duties as instructed by the Management based on business requirements.
Dimensions
Personal Qualities:
- Demonstrate excellent communication and interpersonal skills.
- Understand sales and negotiation skills, with a passion for building relationships and delivering exceptional customer experiences.
- Display a genuine passion for travel.
- Fluency in English & Arabic Language (Written & Verbal)
Education
- Bachelor's degree in Business Administration/Commerce/Management.
- Specialization in Travel and Tourism is an advantage.
- IATA certification
Experience
- 3+ years of work experience in a Travel Industry.
- Previous experience working as a Retail Travel Consultant or in a similar role with a travel company/agency.
- Proficiency in travel booking systems (Galileo/Sabre/Amadeus) is preferred.
