Emirates
Travel Consultant (Customer Service)
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Job Purpose
Emirates Holidays is the tour operating arm of Emirates, offering a broad range of curated holiday packages to top global destinations including Dubai, the Indian Ocean, the Far East, East Africa, South Africa & Australia. As part of the Emirates Group, we combine the strength of a world-renowned brand with a local, customer-focused approach in the UK. Our passionate team is dedicated to delivering exceptional service and creating unforgettable travel experiences for every customer.
Our Travel Consultants are expected to deliver a very high standard of customer service for a range of product portfolio and destinations on offer. Additionally, they are expected to provide operational & service support to customers prior to departure, during their holidays, and also after their return home. We are looking for people with drive, enthusiasm, and a natural flair for delivering a high level of customer service at every stage of the customer’s journey. You will also be passionate about service, be innovative, flexible, reliable, and have an ability to work independently but also as part of the team.
- Provide award-winning Customer service over the phone and email correspondence.
- Ensure that all forms of contact with the customer are handled quickly and efficiently to achieve or exceed service targets against key performance indicators.
- Be able to handle customer queries and after-sales requests within our prescribed SLA.
- Work collaboratively with all business units to improve efficiencies and the delivery of high service quality levels for optimal customer experience.
- Contribute towards your own personal development by keeping up-to-date with our Product offering, new additions, and changes to the portfolio.
- Have an ability to form valuable relationships with our customers whilst leveraging our brand values to ensure repeat business.
- Have an ability to interact and effectively communicate with a host of third-party suppliers in order to complete a service requirement for our customers.
- Have the agility and business sense to deal with sudden disruptions such as Force Majeure or other types of crisis situations including, but not limited to cancellation situations pre or post-departure.
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Qualification
Qualifications/Experience
- Educated up to GCE 'O' Level or equivalent
- Travel and Tourism qualification desirable
- Experience working in a travel sales, customer service and/or aftersales environment within the Travel Industry (Tour operator, Retail, Airline Reservations & Ticketing)
- Widely travelled with a passion for destinations such as Dubai, Indian Ocean and Far East destinations
- Experience creating travel itineraries from a luxury tour operator or travel agency background
- Working knowledge & understanding of ABTA and its rules desirable
Skills/Knowledge/Requirements
- A customer-focused approach and the drive to exceed the customers’ expectations.
- Excellent verbal and written communication skills.
- Ability to build rapport with a diverse range of customers.
- Problem-solving skills and ability to use initiative to resolve issues.
- Be able to multi-task in a fast-paced Customer Service environment.
- Excellent written and verbal communication skills.
- Strong organization & time management skills.
- Proficient in MS office applications. Knowledge of working with GDS/CRS within the travel industry is an advantage.
- Flexibility to work shifts: Day shifts from the Office and Late Shifts/Weekends & Bank Holidays.
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Information
- Staff may apply if they have completed a minimum of 1 year of service with the Company/ in their current position.
- Candidates must have the legal right to live and work in the UK. The Company will not assist in obtaining visas/work permits.
Salary & benefits
Competitive Salary
At Emirates Holidays, we believe it is important that we reward our colleagues. Some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.
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