Officer - Holidays Operations Fly Dubai

KEY RESPONSIBILITIES

• Delivers proactive and consistent customer service, achieving benchmarks in professional etiquette, speed, and quality of response for information requests, booking, file management, and documentation.
• Explore customer needs and expectations, conducts research, and utilizes specialized knowledge of Holidays by flydubai destinations and products to tailor-make travel packages to suit the customer s needs.
• Assists proactively in achieving Holidays by flydubai targets by offering suitable service options from allocations and by upselling, switch-selling techniques, and utilizing available Online Travel Agencies (OTA) when preferred options are not available via the Destination Management Companies (DMC) or direct contracts.
• Provides timely support to agents and front-line staff responsible for the sale of holidays by flydubai packages, on destinations, products, systems, procedural matters, and other travel related information.
• Plans and prices package holidays utilizing destinations and products featured in the Holidays by flydubai website, aiming to maximize leisure sales and revenue.
• Provides off-site support to In Resort customers contacting the Holidays by flydubai 24-hours emergency number for any issues encountered during their holiday, ensuring that required assistance is provided in line with customer expectations and the airline s corporate policy.
• Stays abreast about flydubai Holidays destinations and products by staying up to date with the range of destinations and products featured through continuous learning.
• Represents Holidays by flydubai at external events, which may include attendance at consumer and trade shows, as well as participating in mall promotions.
• Establishes and nurtures relationships with customers (both internal and external) and agents via professional communication.
• Assists in processing of refunds within the agreed Service Level Agreements (SLAs), ensuring timely disbursement of funds to customers and accurate recording of revenue.
• Drafts travel itineraries and quotations, facilitates the booking of travel tickets and land services, and ensures timely delivery of all travel documents to the customer.
• Undertakes quality checks to verify the accuracy of all processed bookings for travel tickets, accommodation, and other travel-related information, ensuring that all customer files are managed and closed according to schedule.