Customer Service Travel Consultant - Frankfurt

Job Purpose

We know our success is driven by our exceptional people. Our Customer Service Travel Consultants combine their expertise and passion to carefully ensure our customers to receive a seamless & exceptional services which the Emirates brand is renowned for.  We are here to create moments which will last a lifetime.

We believe in being a truly customer and colleague centric business. We expect our Customer Service Travel Consultants to really understand our holidays, so you’ll get the chance to visit some wonderful destinations upon successful completion of your probation. These trips can be hard work, but you’ll see some amazing things and enjoy really unique experiences. Our office in Frankfurt is focused and results driven, but lots of fun. Full of like-minded people who want to share knowledge and spread enthusiasm and enjoy time together.

Role Purpose:

As part of a small team, our Travel Consultants will deliver fantastic service & sales through their expertise of our destinations, providing operational & service support to our customers pre-departure and during their holiday & after their return home.

We are looking for people with lots of enthusiasm and drive to deliver a truly amazing service through every stage of the journey, and you’ll need to be flexible, innovative and passionate & can work both in a team and individually.

Key Accountabilities & Responsibilities:

• Provide award winning Customer service over the phone, via email & LiveChat, Video Conference & sometimes face to face


• By listening to our customers carefully, understanding their exact needs and requirements, ensuring all complaints & queries are dealt with within our minimum service level agreements


• Ensuring 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


• Challenge the status quo, working collaboratively with all departments to improve the way we deliver our customer experience


• Using initiative, keep up to date with product changes and personal development to always be one step ahead of the game


• You will build valuable relationships with your customers, ensuring your tone of voice, language and contact are in line with our brand guidelines


• You will build relationships with our ground handlers & suppliers to ensure a positive result for our clients


• You will ensure that your service, from the initial call to the time your customer returns from holiday is consistent and your customer feels valued every step of the way


• In the event of Force Majeure, crisis or cancellation situations pre or post departure you will play an instrumental role within our “Crisis incident” team


• As a small team at Emirates Holidays you will be required to support all departments when operationally required to do so. This could include our Sales team, Accounts team or Product team

• Educated up to High School Level or equivalent


• Experience working in a customer service and sales environment


• Travel and Tourism qualification desirable


• Working knowledge & understanding of ABTA and its rules desirable

Skills/Knowledge

• Thrives in a busy sales and service environment and self-motivated and use to achieving performance targets


• Someone who can think commercially and take responsibility for their own results and always strives to do improve


• Positive attitude, enjoys working as part of a team and flexible approach


• Pro-active and a trend spotter and is confident in feeding back their findings to the business to drive improvement


• A passion for Dubai, the Middle East and our other destinations.


• Fluent in spoken and written German and English and a confident communicator with proven persuasive and influencing skills


• IT literate (MS office, knowledge of CRS system)


• Flexibility to work shifts, including evenings, weekends and bank holidays.

Information

• Candidates must have the legal right to live and work in Germany. The Company will not assist in obtaining visas/work permits.