Job Purpose
To deliver a seamless sales & service experience to Emirates Holidays customers through sharing expertise of our destinations, providing operational & 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 & live chat.
Job Outline:
- 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.
- 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 callers request, including follow-ups with internal teams.
Qualifications & Experience
Experience:
Experience in commercial/Sales/Reservations/Ticketing/ Travel & Tourism/ Customer Service.
Qualifications:
12 Years schooling or equivalent
Knowledge/skills:
- Someone who really understands the importance of exceptional customer experiences and exceeding our customers expectations.
- A confident communicator with proven persuasive and influencing skills.
- Thrives on a busy service and sales environment and self-motivated to achieve performance & business targets.
- Positive attitude and enjoys working as part of a team.
- A flexible approach with the ability to adapt to different people, customers, challenges and ways of working.
- Someone who wants to keep developing and able to take accountability for their own learning.
- Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them.
- Excellent attention to detail and understands the impact of errors on the business and customer.
- IT literate and quick to learn.
- Flexibility to work shifts, including evenings, weekends and public holidays.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free 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.
