Job Description

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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)

ISR REQUIREMENTS
Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

Skills Required