Send me Jobs like this
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Responsibilities
- GENERIC
- 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.
- SPECIFIC
- Retail storesbr>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.br>Using a combination of new technology, and personalised customer service, showcase our fantastic product range, and bring holidays to life.br>You will act as a brand ambassador, adhering to the meticulous Emirates grooming standards, ensuring that you represent Emirates Holidays at all times.
- Customer Fulfilmentbr>Conduct financial reconciliation on Emirates Holidays bookings, working closely with the respective stakeholders including business finance to ensure accurate file closures, to record profitbr>Ticketing for all Emirates Holidays bookings, in line with the agreed guidelines.br> 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 Relationsbr>Review, investigate & respond to all customer complaints in line with our agreed standards and policies.br>Work closely with our various internal and external stakeholders to find solutions when things go wrong.br>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 Conciergebr>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.br>Conduct welcome meetings with customers? upon their arrival, helping them get the best from their holiday.br>Achieve the agreed in-resort sales and customer satisfaction targets.
- Non-Voicebr>Handle emails, live chat & WhatsApp messaging in line with our agreed service standards & SLAs.br>Adopt a first call resolution on all queries.br>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.
- VIPbr>Offer a tailor-made, personalised service to identified VIP customers, carefully curating bespoke holiday packages and experiences.br>Handle a VIP customer end-end as per our department standards? throughout all parts of the customer journey.br>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.
Desired Candidate Profile
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
Department / Functional Area
Keywords
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
The Emirates Group
Based in Dubai, the Emirates Group is a highly profitable business with a turnover of approximately US$18.4 billion and over 50,000 employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Group’s rapidly expanding and award-winning international carrier. Currently, Emirates flies to over 125 destinations across 6 continents on a modern fleet of 180 wide-bodied aircraft... Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation.