Senior Visa Services Consultant/PRO - dnata Travel Services

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience. dnata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Senior Visa Services Consultant/PRO, this role will be responsible to provide clients and potential clients superior and a consistent quality of travel services. Proactively service our customers via various channels (retail, phone, WhatsApp, email), supporting them with queries, amendments and pro-active disruption management.

In this role, you will;

• Provide the highest standard of customer service to all clients whether Retail, Government or Corporate, using all tools that are made available. Attend all customer queries in a timely and appropriate manner.
• Build valuable relationships with your customers & suppliers, ensuring your tone of voice, language and contact are in line with our brand guidelines and ensure a positive result for our clients.
• Offer products, services, and loyalty programmes that are contracted by dnata Travel and offer information on destination and product to all customers to ensure that it meets their travel requirements.
• Maximise the sales/consultation opportunity to cross sell/upsell any relevant auxiliary product to maximize revenue. Drive additional ancillary revenue through the sale of tours, excursions and activities.
• Inform customers about mandatory requirements covering their journey such as passport, visa, health and Insurance requirements as well as other details such as check-in place and time.
• Maintain excellent working relationships with clients to update them on new products and services while at the same time work towards constantly improving working relationships.
• Listen to our customers carefully, understanding their exact needs and requirements, wow them through our surprise and delight service. Put things right when things go wrong, ensuring that our customers leave with only a positive experience of us.
• Ensure that all forms of contact are handled quickly and with a friendly `can-do attitude, whilst achieving and exceeding service & sales performance targets against key performance indicators.
• Adhere to all of the set standards of our customer feedback program, and any internal audit standards to ensure that we comply with the expected benchmark defined by the customer audit team.

Qualification

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

• Experience in commercial/Sales/Reservations/Ticketing/ Travel & Tourism/ Customer Service.
• Someone who really understands the importance of exceptional customer experiences and exceeding our customers' expectations.
• A confident communicator with proven persuasive and influencing skills.
• Thrives on a busy 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.
• 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.
• IT literate and quick to learn.
• Flexibility to work shifts, including evenings, weekends and public holidays.Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

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 hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers