Travel Consultant

Job description / Role

Overview

Dnata Travel Group represents the travel division of dnata, one of the world's largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

Responsibilities

As a Travel Consultant, you will be a front-line staff member and a part of a 24/7 team who has to provide clients and potential clients superior and a consistent quality of travel services. Your responsibilities will include:

• Provide the highest standard of customer service to all clients whether retail, government, or corporate, using all tools that are made available. Attend to all customer queries in a timely and appropriate manner.
• Build valuable relationships with your customers and suppliers, ensuring your tone of voice, language, and contact are in line with our brand guidelines and ensure a positive result for our clients.
• Offer products, services, and loyalty programs that are contracted by Dnata Travel and provide information on destinations and products to all customers to ensure that it meets their travel requirements.
• Maximize the sales/consultation opportunity to cross-sell/upsell any relevant auxiliary product to maximize revenue. Drive additional ancillary revenue through the sale of tours, excursions, and activities.
• Inform customers about mandatory requirements covering their journey such as passport, visa, health, and insurance requirements as well as other details such as check-in place and time.
• Maintain excellent working relationships with clients to update them on new products and services while at the same time work towards constantly improving working relationships.
• Listen to our customers carefully, understanding their exact needs and requirements, and wow them through our surprise and delight service. Put things right when things go wrong, ensuring that our customers leave with only a positive experience of us.
• Ensure that all forms of contact are handled quickly and with a friendly can-do attitude, whilst achieving and exceeding service and sales performance targets against key performance indicators.
• Adhere to all of the set standards of our customer feedback program, and any internal audit standards to ensure that we comply with the expected benchmark defined by the customer audit team.

Ideal Candidate Profile

To be considered for the role, you must meet the following requirements:

• 12 years schooling or equivalent and 1 year+ of experience in commercial/sales or reservations/ticketing.
• Experience in commercial/sales/reservations/ticketing/travel and tourism/customer service.
• 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 in a busy service and sales environment and is self-motivated to achieve performance and 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 is 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.

Leadership Role: No

Safety Sensitive Role: No

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.