2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)
Generic
- Provide the highest standard of customer service to all clients whether Retail, Government or Corporate,
using all tools that are made available. Attend all customer queries in a timely and appropriate manner.
- Build valuable relationships with your customers & 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 programmes that are contracted by dnata Travel and offer
information on destination and product to all customers to ensure that it meets their travel requirements.
- Maximise 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, 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 & 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.
SPECIFIC JOB ACCOUNTABILITIES
In Resort Service & Guest Experience Centre
- Provide award winning service on holiday for our customers, over the
phone, via SMS & WhatsApp and through our new App Chat functionality.
- Work with our airlines Network Control and Reservation Services team, Destination Management
Companies and hotels around the world. Monitor customers are
proactively supported and looked after.
- Play an instrumental role within the `Crisis incident? team, in the event of Force Majeure, crisis or cancellation situations during the holiday experience