Travel Consultant - Emirates Holidays

Overview

Emirates is a premier global airline renowned for exceptional customer service and innovative technology, headquartered in Dubai. Operating an extensive international network, Emirates is committed to providing a superior travel experience that prioritizes comfort and convenience. As part of the Emirates Group, the focus remains on operational excellence, sustainability, and digital transformation, continually enhancing customer satisfaction worldwide.

Role Summary

The Travel Consultant at Emirates Holidays is responsible for delivering seamless sales and service experiences to customers by leveraging deep destination knowledge. The role requires supporting clients throughout their travel journey across multiple communication channels including phone, in-person, email, WhatsApp, and live chat.

Key Responsibilities

• Consistently deliver high-quality customer service aligned with Emirates standards.
• Understand and accurately respond to customer needs by attentive listening, ensuring all inquiries meet service level agreements.
• Manage all customer contacts promptly with a positive attitude, aiming to exceed sales and service performance metrics.
• Stay informed on product developments and pursue personal development to maintain expertise.
• Establish and maintain strong relationships with customers and partners, ensuring brand-appropriate communication.
• Identify appropriate opportunities to promote and sell Emirates Holidays' products.
• Efficiently use CRM and related systems to manage customer interactions throughout their lifecycle.
• Handle inbound sales calls to assist new and existing customers in creating customized holiday plans and addressing bookings questions.
• Manage call ownership through complete resolution including coordination with internal teams.
• Provide face-to-face consultation in retail outlets, inspiring clients to design tailor-made holidays using technological tools and personalized service.
• Uphold Emirates brand standards and appearance as a brand ambassador.
• Oversee financial reconciliation and ticketing for bookings, coordinating closely with finance and stakeholders.
• Support outstation sales teams by liaising with suppliers, resolving ticketing issues, and maintaining accurate financial records.
• Investigate and address customer complaints promptly in line with internal policies.
• Collaborate with internal and external partners to resolve issues swiftly.
• Act as the primary contact for in-resort customer emergencies, facilitating urgent booking changes and supplier coordination.
• Engage proactively with customers before arrival through pre-departure calls to outline holiday details, capture requests, and promote additional services.
• Conduct welcome sessions upon arrival to enhance the holiday experience and meet resort sales and satisfaction goals.
• Respond to emails, live chat, and WhatsApp inquiries adhering to service standards and aiming for first-contact resolution.
• Proactively engage customers through non-voice channels to upsell and cross-sell holiday products.
• Provide customized services for VIP clients by creating exclusive holiday packages and managing their journey end-to-end.
• Coordinate with stakeholders and partners ensuring seamless holiday experiences and opportunities to exceed customer expectations at every stage.

Qualification and Eligibility

• At least three years of professional experience in customer service.
• Fluent communication skills in written and spoken English plus either Arabic or German.
• Flexibility to work shifts on a roster including evenings and nights.
• Open to applicants globally, reflecting Emirates Group's diverse workforce of more than 170 nationalities.

Benefits

Emirates offers a competitive salary package alongside unique travel benefits including global flight and hotel discounts. Detailed employee benefits can be reviewed in the career and lifestyle sections of the Emirates website. Working in Dubai offers a vibrant metropolitan environment.