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.
Responsibilities
- 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.
- 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.
Using 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 represent Emirates Holidays at all times.
- 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 customer end-end as per our department standards? throughout all parts of the customer journey.
Work closely with key stakeholders and external partners to ensure that all aspects of the customers holiday run smoothly, taking the opportunity to surprise, delight and WOW our customers at every touch point.
Knowledge and Skills
- Minimum 3 years of work experience in a Customer Service environment
- Proficiency in written and verbal English communication skills
- Willingness to work on a rostered schedule / shift based working hours
Salary & benefitsJoin us in Dubai and enjoy attractive 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.
