Customer Relations Tours Consultant

Job Purpose

Part of the Emirates Group, Arabian Adventures is far more than an award-winning provider of desert safaris in Dubai. We're equipped to provide a wide range of exclusive tailor-made services - from planning, contracting hotel space, transfers, arrivals and in-resort assistance, to organising excursions and safaris and managing events.

priohub is a digital B2B attractions marketplace that connects resellers across the globe to tours and activities, excursions and attractions in the UAE. At priohub, customers can purchase activities and excursions for the UAE market, at industry rates, on its dynamic platform providing live availability and confirmation, providing a seamless booking experience.

As a Customer Relations Tours Consultant, you will be responsible to deliver a personalised service to customers, travel trade, industry partners, visitors and corporate members on the telephone and in person. Process and assist with the resolution of complaints within defined guidelines. The Customer Relations team will cross over every department within Emirates Holidays as well as our colleagues at Emirates Airline, Arabian Adventures, Destination Asia, dnata Travel and 3rd party suppliers.

In this role, you will;

• As the first point of contact for all customer relations activities, acknowledge complaints as appropriate and ensure departmental customer service standards are met i.e. response times and quality.
• Professionally, courteously and efficiently deal with customers who are dissatisfied, in a professional manner ensuring the image of the business is retained and enhanced.
• Support the Customer Relations Officer with the provision of accurate and timely voice of the customer data to the entire Emirates Holidays business, focussed on customer feedback across all touch points including but not limited to quality monitoring, CSAT data, NPS qualitative and quantitative data, social media sentiments, Trustpilot feedback and WhatsApp (AI) transcripts.
• Focus on corrective actions, monitoring a reduction in complaints / negative customer segment as a result of the changes you have made / influenced
• Build valuable and influencing relationships across Emirates Holidays, our group partners and 3rd party suppliers
• Receive, acknowledge and log customer complaints/compliments, ensuring that comprehensive and relevant data is recorded on departmental systems.
• Handle customer complaints and compliments, both written and oral, within defined guidelines.
• Co-ordinate with internal and external stakeholders to follow up on complaint investigations as directed while remaining within defined timelines.
• Analyse data on complaints/compliments, suggest solutions and service delivery enhancements and follow up any recommended remedial measures to ensure implementation.
• Provide general administrative support as required.
  
  

Qualification

To be considered for the role, you must meet the following requirements;

• Administrative experience preferably in a customer service capacity. Previous airline/tourism industry experience would be an advantage
• Someone who really understands the importance of customer experience and exceeding our customer's expectations.
• Someone with a working knowledge & understanding of ABTA and it's rules
• A confident communicator with proven persuasive and influencing skills.
• Thrives on a busy Customer Service and sales environment and self-motivated to achieve performance & business targets.
• Positive attitude and enjoys working as part of a team.
• A flexible approach with the ability to adapt to different people, customers, challenges and ways of working.
• Someone who wants to keep developing and able to take accountability for their own learning.
• A brilliant communicator (both verbal & written) and relationship builder with all sorts of different people.
• Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them.
• Excellent attention to detail and understands the impact of errors on the business and customer.
• Someone that can think commercially and take responsibility for their own result, always striving to do better.
• An expert in areas they have visited and can share that knowledge with our customers and colleagues.
• Someone who?s proactive and a trend spotter and is confident in feeding back their findings to the business to drive improvement.
• IT literate and quick to learn.
• Flexibility to work shifts, including evenings, weekends and bank holidays
  
  

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers