Job Summary

Capable of helping customers find the perfect travel solution by giving them real insights about travel services. Expected to perform with excellent customer service and sales skills, decisive and successful problem-solving skills, strong knowledge of geography, domestic and international destinations, and a passion for detail. Ability to work under pressure during peak seasons.

Key Accountabilities

• Receive travel services requests from clients on the CRM system and make bookings through travel booking platforms.
• Answer incoming calls, respond to customers’ emails, and manage large amounts of calls and requests in a timely manner. Obtain client information by answering telephone calls, interviewing clients, and verifying information. Organize and maintain high levels of service agreements by adhering to defined SOPs and standardizations.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives. Deal with all corporates through the ticketing system, if posted in the contact center.
• Accept the 24/7 contact center environment. Determine eligibility by comparing client information to requirements. Process orders, forms, and applications in the mid or back office. Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
• Accomplish sales and organizational mission by completing related results as needed.
• Identify and escalate issues or complaints to the Team Leader. Route calls or requests to appropriate resources. Document all requested information according to standard operating procedures, properly disposing every call and closing all tickets.
• Adjust scripts as necessary to target the individual interests of clients to achieve personalization.
• Ensure feedback from the customer to further improve customer service. Maintain client profiles in operating system databases.
• Effectively serve assigned clients and sell travel services following upselling and cross-selling techniques. Prepare quotations for different travel services. Comply with the strategies, policies, and procedures of the department and the company.
• Adhere to the assigned work schedule.
• Any other special assignment required by management.

Skills

Educational Qualifications and Certifications:

• High school diploma or equivalent.
• Any travel and tourism diploma or certification is a plus.
• An undergraduate certificate, diploma, or degree in Tourism, Travel, or Hospitality will be an advantage.

Knowledge:

• Strong knowledge of KSA destinations for servicing domestic and international customers with a passion for travel through high-level engagement.
• Understand customers’ travel aspirations and requirements to guide and create products or packages that match and exceed expectations.
• Awareness of DMC industry standards and market trends, including competitors’ activities.
• Knowledge of KSA destinations and understanding of the International Tour Operator Industry.

Technical Skills:

• Demonstrate strong computer literacy, specifically MS Office applications (MS Word, MS Excel, MS PowerPoint).
• Ability to use booking platforms for air and/or ground services.

Language Skills:

• Fluency in both English and Arabic.
• Good communication skills, both written and verbal.
• Proficiency in a European language will be an advantage.

Experience:

• Must have 3–5 years of experience in the Travel and Tourism industry in a similar role.