2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

• Provide the highest standard of customer service to all clients using any system made available by the company to ensure error-free itineraries and travel arrangements that maximize customer satisfaction as well as revenues for Dnata Abu Dhabi.
• To sell Dnata Abu Dhabi products to clients at every opportunity, ensuring maximum sales of auxiliary products to increase revenues.
• Make travel related arrangements (reservations, issuing tickets) for clients while ensuring that all relevant airline rules have been complied with and that the product delivered is commensurate with clients expectations.
• Inform customers about any mandatory requirements covering their journey such as passport, visa, health requirements as well as other details such as check-in place and time.
• Handle refunds, complicated re-issues, MCOs/LPO/FPOs, PTAs, re-calculation of fares based on any change in itinerary and make necessary collections as required.
• Read, assimilate and implement all changes to DFO, Airline Fares, schedules and other relevant procedures, filing if necessary relevant information/material for reference, to deliver a peerless service to clients.
• Make regular phone calls to clients to update them on new products and services while constantly working on improving working relationships.
• Ensure all Revenue Documents issued are correctly reported on a daily basis, in the Back Office System to ensure accurate invoicing by Sales and Revenue Accounts Department or the Lodged Card Operator, as the case may be.
• Replace Supervisor in his / her absence.
• Any additional responsibilities assigned by management from time to time.

QUALIFICATIONS:

Degree or Honours (12+3 or equivalent)
Standard fares and ticketing certificate from IATA or equivalent

EXPERIENCE:

Minimum of 3 years’ experience in the travel industry

KNOWLEDGE/SKILLS:

· Knowledge of Front Office systems/Airline Reservation systems .
· Knowledge of world geography and major carrier networks to facilitate quick itinerary planning.
· Previous experience in designing holiday packages .
· Interpersonal ability, team management, telephone and customer service skills.
· Proficient in MS Office applications i.e., Word, excel & PowerPoint.
· Fluency in both written and spoken English is essential.

To directly interact with clients and potential clients (whether Retail, Government, Leisure or Corporate) to provide superior customer service and maintain a consistently high quality of travel services to ensure maximum enquiries are converted into sales of Airline tickets and travel related products .