Job Purpose

The jobholder is front-line staff, a part of a 24/7 team working in Erbil, Iraq to provide clients superior and consistent quality of travel services. To sell Airline tickets, hotel reservations, visa services and all other travel related products and provide destination/leisure related information. Proactively service our customers with all their travel needs and supporting them with last minute pre departure queries, amendments and disruption management. Convert maximum number of enquiries into sales through efficient, professional and friendly customer service.

Accountabilities:

    Plan

• Supports Team Leader / Line Manager in maintaining high levels of customer service and operation process to ensure the accomplishment of company targets. Interact with finance on job related functions and other teams within the company as may be required from time to time.

    Lead

• Working within the dnata Travel Erbil operations team (reservations, ticketing and customer service delivery) with interaction and coordination with suppliers and various other inter departments. Collaboration with HQ Visa team and Client Relationship Managers.

    Execute

• Provide the highest standard of customer service to all clients whether Corporate, Retail or Government using all tools that are made available.


• Attend all customer queries and complaints 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. Provide information on destinations, visa requirements and travel related products and services to all customers to ensure that it meets their travel requirements.


• Maximize the sales/consultation opportunity to cross sell/upsell any relevant auxiliary products 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. Constant client interactions, to improve working relationships.


• Listen carefully to our customers, understanding their exact needs and requirements, wow them with exceptional customer services.


• Put things right when things may not go to plan, 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 set standards and compliance of dnata and any internal/external audit standards as part of your job role.

• Iraqi National


• Advanced Level’ education or equivalent.


• Minimum 2 years’ working experience in the travel industry as a ‘Travel Consultant’ with a reputed Travel Agency in Iraq.


• Standard fares and ticketing knowledge is mandatory. Advanced will be preferred.


• Ability to work in multi GDS environments – Sabre, Amadeus and Galileo. 


• Sound knowledge of fare rules and interpretation.


• Good knowledge of hotel reservations, car rentals, transport, Meet & Greet services, Travel insurance and all other travel related services.  


• Experience in applying for Dubai visas and visas to other countries.


• A thorough knowledge of geography, travel and local / regional markets.


• Able to work on Microsoft 365 – Outlook, Word, Excel and PowerPoint and other intercompany / supplier reservation tools.


• Excellent command of written and spoken English is essential.


• The ability to communicate in Arabic and/or Kurdish (both written and verbal) would be required.


• Must be willing to be rostered and work after normal business hours (including Fridays, Saturdays and Public holidays or on demand as per business requirement.
  

Critical Competencies

•  Initiative and Commitment to achieve.


•  Business awareness.


•  Influence and Negotiation.


•  Interpersonal ability.


•  Adaptability and Innovation.


•  Professionalism