Travel Consultant - EKH

About the role

Emirates Holidays, part of Emirates, is looking for a Travel Consultant in Dubai. You will deliver a seamless sales and service experience to customers across phone, face-to-face, email, WhatsApp and live chat, sharing destination expertise and supporting customers through every stage of their journey.

Key responsibilities

• Take inbound calls from new and existing customers, help them build holiday experiences and answer questions about existing bookings, keeping ownership of each request until resolved.
• Meet customers in retail outlets, showcase the product range and act as a brand ambassador while following Emirates grooming standards.
• Handle bookings: conduct financial reconciliation with business finance, ticket all bookings, and support outstation sales teams by coordinating with suppliers on rates and availability, handling failed flights and hotels, and tallying financial records.
• Review, investigate and respond to customer complaints, and act as first point of contact for in-resort emergencies, helping customers make urgent booking changes.
• Engage customers before arrival with a pre-departure call and welcome meetings, and achieve agreed in-resort sales and satisfaction targets.
• Handle emails, live chat and WhatsApp messages, aiming for first-call resolution and proactively upsell and cross-sell.
• Provide a tailored, personalised service to VIP customers, curating bespoke packages and working with partners to ensure a smooth holiday.

Required profile

• Minimum 3 years of work experience in a customer service environment.
• Proficiency in written and spoken English and Arabic, or German.
• Willingness to work a rostered, shift-based schedule including evening and night shifts.

Required skills

• Use of the company's CRM system to manage the customer lifecycle.
• Ability to handle complaints and customer emergencies calmly and professionally.

What we offer

• Salary and travel benefits exclusive to the industry, including discounts on flights and hotel stays worldwide.

Candidates apply through the Emirates Group careers website, then take a HireVue video interview and, if shortlisted, an interview with hiring managers.