Job Description
To deliver a seamless sales & service experience to Emirates Holidays customers through sharing expertise of our destinations, providing operational & service support to our customers across all stages of their journey, across our various channels including, but not limited to, phone, face to face, email, WhatsApp & live chat.
Job Outline:
- 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.
- Take inbound customer calls from new & existing customers, helping them to create and curate holiday experiences, and answer questions regarding existing bookings.
- Maintain ownership of calls throughout the lifecycle of a callers request, including follow-ups with internal teams.
