Job Summary: The Customer Service Representative will provide a tour guide, airport or hotel representation service to clients, maintaining high levels of customer service and promoting products to maximize revenue generation opportunities.
Key Duties and Responsibilities:
Monitor service delivery standards and report any shortfall to head office, highlighting complaints and any remedial action taken.
Serve as the first point of contact for customer complaints, review and investigate those that arise and ensure regular progress updates are provided to the customer.
Suggest ideas to improve operation and product lines to enable the business to be an innovative market leader (i.e. new and improved products, efficiency improvements, revenue generation ideas and cost reduction opportunities etc.).
The Customer Service Representative will also monitor the UAE leisure market and communicate changes to head office to enable benchmarking of products against those of other DMC's.
Conduct scheduled or ad-hoc guided tours covering historical sites and sites of tourist interest across the UAE, delivering information on the culture, traditions and customs of the region.
Lead incentive and familiarization trips according to the specified program set for the clients and ensure the program runs smoothly according to the pre-arranged itinerary.
Co-ordinate tourist attraction entry payments for clients, ensuring payment is collected in a timely manner and that it is submitted to head office in line with standard operating procedures.
The Customer Service Representative will collate documentation (i.e. welcome packs, file cards etc.) prior to a customer arrival in-resort ensuring that all relevant information is available for them to plan their stay.
Organize and deliver welcome meetings/presentations (within 24 hours of a customers arrival) ensuring comprehensive coverage of the UAE culture and heritage, hotel/resort facilities and products.
Actively promote tours and safaris and secure customer interest in product offerings to achieve pre-defined sales targets and contribute to revenue budget.
Compile and submit all sales (cash and credit cards) to head office as per unit schedule and ensure that all sales are accounted for through accurate submission of sales reports.
Conduct daily visits to specified hotels to meet customers and to answer queries.
Ensure that all formalities such as flight re-confirmation and return transfers to the airport are booked by the relevant teams and convey this information to customers in a timely manner.
Plan, co-ordinate and prepare all pre-arrival documentation (i.e. name boards, visas/documents, welcome packs etc.) and ensure that customers are met and assisted in a timely and professional manner.
Monitor flight information screens to establish flight arrival/departure times and assign staff to meet customers and escort them to the desk.
Brief customers on the content of the welcome pack and ensure they are met at the respective luggage belt, if required assist them with issues related to lost/damaged baggage.
Retrieve information from the company systems and passenger lists and prepare a report of incoming bookings to enable the incoming shift leader to plan manpower and equipment resources.
Work closely with the transport team and rent-a-car companies with regards to hotel transfers and ensure that customers are escorted to their respective transport.
Qualifications, Skills and Experience:
The Customer Service Representative should have ten years of schooling or equivalent .
Five years of experience in customer services roles in the travel/tourism industry
DTCM licence an advantage
Valid UAE driving license or an international license that can be converted
Sound knowledge of the UAE would be an advantage
Ability to thrive in a team environment
Resilient and flexible approach with the ability to respond to customer and company needs
Besides English: Fluency in one additional language such as Spanish, Portuguese, German, French, Italian, Japanese
About Emirates Group: The Emirates Group is a Dubai-based international aviation holding company headquartered in Garhoud, Dubai, United Arab Emirates, near Dubai International Airport. The Emirates Group comprises Dnata, an aviation services company providing ground handling services at 17 airports, and Emirates Airline, the largest airline in the Middle East. Emirates Airlines flies to over 140 destinations across 6 continents, operating a fleet of over 250 wide-bodied aircraft. The airline has 170 aircraft on order worth US$58 billion.