Full job description

MAIN OBJECTIVE OF ROLE:

To provide high-quality consultancy service to both internal staff and external customers (including trade customers, direct customers, outstations staff, suppliers etc.) via various channels such as face-to-face interactions, electronic, telephone and Customer Relationship Management (CRM), ultimately resulting in the sale of holiday packages.

KEY RESPONSIBILITIES:

• Delivers proactive and consistent customer service, achieving benchmarks in professional etiquette, speed, and quality of response for information requests, booking, file management, and documentation.
• Explore customer needs and expectations, conducts research, and utilizes specialized knowledge of Holidays by flydubai destinations and products to tailor-make travel packages to suit the customer’s needs.
• Assists proactively in achieving Holidays by flydubai targets by offering suitable service options from allocations and by upselling, switch-selling techniques, and utilizing available Online Travel Agencies (OTA) when preferred options are not available via the Destination Management Companies (DMC) or direct contracts.
• Provides timely support to agents and front-line staff responsible for the sale of holidays by flydubai packages, on destinations, products, systems, procedural matters, and other travel related information.
• Plans and prices package holidays utilizing destinations and products featured in the Holidays by flydubai website, aiming to maximize leisure sales and revenue.
• Provides off-site support to ‘In Resort’ customers contacting the Holidays by flydubai 24-hours emergency number for any issues encountered during their holiday, ensuring that required assistance is provided in line with customer expectations and the airline’s corporate policy.
• Stays abreast about flydubai Holidays destinations and products by staying up to date with the range of destinations and products featured through continuous learning.
• Represents Holidays by flydubai at external events, which may include attendance at consumer and trade shows, as well as participating in mall promotions.
• Establishes and nurtures relationships with customers (both internal and external) and agents via professional communication.
• Assists in processing of refunds within the agreed Service Level Agreements (SLAs), ensuring timely disbursement of funds to customers and accurate recording of revenue.
• Drafts travel itineraries and quotations, facilitates the booking of travel tickets and land services, and ensures timely delivery of all travel documents to the customer.
• Undertakes quality checks to verify the accuracy of all processed bookings for travel tickets, accommodation, and other travel-related information, ensuring that all customer files are managed and closed according to schedule.

QUALIFICATIONS:

• Bachelor’s Degree (3+ years)
• Degree in business, tourism, or sales management subject.
• Fluent in English (other languages an advantage)
• Experience working in airline operations is desirable.
• Proficient in use of MS Office (Excel, Word, PowerPoint).
• 4 – 6 years

COMPETENCIES:

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)

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