Travel Consultant - EKH

Role overview

Customer service and sales

• Provide a high-quality customer experience, handle enquiries promptly within service-level agreements, and follow brand guidelines.
• Understand customer needs, promote relevant products, and achieve sales and service targets.
• Maintain customer and partner relationships, keep product knowledge current, and use CRM systems to manage customer lifecycles.
• Handle inbound calls, create holiday experiences, answer existing booking questions, and own requests through follow-up.
• Serve customers in retail outlets, showcase holiday products, and represent the brand in line with grooming standards.

Bookings and fulfilment

• Reconcile booking finances with business stakeholders and ticket bookings according to guidelines.
• Support outstations sales teams with supplier rates and availability, ticketing queries, product support, flight or hotel issues, and financial records.

Customer relations and in-resort service

• Investigate and respond to complaints, coordinate solutions, and assist with in-resort emergencies and booking disruptions.
• Contact customers before arrival, capture special requests, promote ancillary products, and conduct welcome meetings.
• Achieve agreed in-resort sales and customer-satisfaction targets.

Digital and VIP service

• Handle email, live chat, and WhatsApp queries in line with service standards, aiming for first-contact resolution.
• Proactively engage customers and identify upselling and cross-selling opportunities.
• Provide identified VIP customers with tailored holiday packages and end-to-end service, coordinating partners for a smooth trip.

Requirements

• At least 3 years of work experience in a customer-service environment.
• Proficiency in written and verbal English and Arabic, or German communication skills.
• Willingness to work rostered shifts, including evenings and nights.

Salary and benefits

• The posting describes an attractive salary and travel benefits, including discounts on flights and hotel stays; no salary amount or pay cadence is stated.