Job Summary

Capable to help customers to find the perfect Travel solution by giving them real insights about travel services.

Expected to perform with excellent customer service and sales skills, decisive and successful problem solving skills, a strong knowledge of geography, domestic and international destination knowledge, and a passion for detail.

Pressure containing capabilities during peak seasons.

Key Accountabilities

Receive travel services requests from clients on CRM system and make bookings through Travel Booking Platforms.

Answer incoming calls and respond to customerÕs emails and manage large amounts of calls and requests in a timely manner.

Obtain client information by answering telephone calls, interviewing clients, and verifying information.

Organize and maintain high levels of service level agreements by adhering to the defined SOPs and Standardizations.

Identify customersÕ needs, clarify information, research every issue, and provide solutions and or alternatives.

Deal with all corporates through the ticketing system, if posted in contact centre.

Accept the 24 or 7 contact centre environment.

Determine eligibility by comparing client information to requirements.

Process orders, forms, and applications in the mid or back office.

Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.

Accomplish sales and organization mission by completing related results as needed.

Identify and escalate issues or complaints to Team Leader.

Route calls or requests to appropriate resources.

Document all requested information according to standard operating procedures, by properly disposing every call and closing all tickets.

Adjust scripts as necessary to target the individual interests of clients to achieve personalization.

Ensure feedback from the customer to further improve the customer services.

Maintain client profiles in operating systems Databases.

Effectively serve assigned clients and sell travel services following upselling and cross selling techniques.

Prepare quotations for different travel services.

Comply with the strategies, policies, and procedures of the department and the company.

Adhere to the assigned work schedule.

Any other special assignment required by management.

Knowledge, Skills and Aptitude

Educational Qualifications and Certifications: High school diploma or equivalent or any travel and tourism diploma or certification is a plus. An undergraduate or Certificate or Diploma or Degree in Tourism, Travel, or Hospitality will be an advantage.
Knowledge: Strong knowledge of the KSA destination for servicing domestic and international customers with a passion for travel through high level engagement. Understand customersÕ travel aspirations and requirements to guide and create products or packages that match and exceed expectations. Aware of DMC industry standards and market trends that include competitorsÕ activities. Know the KSA destinations and understand the International Tour Operator Industry.
Technical Skills: Demonstrate strong computer literacy skills specifically MS Office Application i.e., MS Word, MS Excel, and MS PowerPoint. Ability to use booking platforms for air and or ground services.
Language Skills: Fluency in both English and Arabic. Good communication skills, both written and verbal. European language proficiency will be an advantage.
Experience: Must have 3 5 yearsÕ experience in the Travel and Tourism industry in a similar role.

Key Interactions

Key Internal Contacts: DMC Management team, ZTG support functions viz. Finance, HR, DX or IT: Team support. General Manager Destination Management: Guidance and Direction.
Key External Contacts: Suppliers: For Booking Services. Clients or End Customers, Trade or B2B clients: For Booking Services.
Supervisor or Manager: Asst. Manager, Customer Experience Centre Ð DMC.
Direct Reports: N/A