ob purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a travel consultant within the dnata global contact centre, you will be part of a 24/7 frontline team dedicated to delivering consistent, high-quality travel services to customers. You will manage customer enquiries across multiple channels, including retail, phone, WhatsApp and email, assisting with travel bookings, ticket sales, amendments, travel-related information and proactive disruption management. You will also focus on converting enquiries into sales by providing efficient, knowledgeable and friendly customer service.

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 the role, you must meet the below requirements:

• Have 12 years of schooling or equivalent
• Have a minimum of 1 year of experience in commercial, sales, reservations, ticketing, travel & tourism, or customer service.

You’ll have an edge if you:

• Are passionate about delivering exceptional customer experiences.
• Communicate confidently and influence effectively.
• Thrive in fast-paced, target-driven service and sales environments.
• Bring a positive, collaborative and adaptable approach.
• Take ownership of your learning and development.
• Listen actively, understand customer needs and anticipate solutions.
• Demonstrate strong attention to detail and accuracy.
• Are confident with technology and quick to learn new systems.
• Are flexible to work shifts, including evenings, weekends and public 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 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.