Customer Service / Call Center

Description:

To develop and increase US group revenue across all channel and segments in order to maximize revenue and increase load factors. This includes the planning, organization and control of all the group sales related activities.

Job Accountabilities
- Handle all nation-wide business inquiries appropriate for market areas, and respond with quotations and reservations in a timely manner to ensure maximisation of sales.
- Work with the US sales team in order to actively solicit group business in order to increase this revenue stream both from ad-hoc group requests and group series.
- Build group requests through the GWP Application, create the group contracts and monitor the group movements throughout their whole life-cycle. This includes the modification of group blocks based on required capacity, checking for deposit and cancellation deadlines and ensure full application of all the procedures and guidelines.
- Book special services such as STPC, seat allocations, special service requests, meals, group check-in and any other special services that might be applicable.
- Maintain accurate filing system for all groups and ensure that each block is traced and monitored regularly.
- Remain informed of all airline rules and regulations and current affairs. Communicate information to clients accurately and appropriately
- Maintain records of all groups before and after departure in an excel format, and follow up on any group inquiries until travel is completed. Create and Track Monthly reporting related to the US group sales activities and provide periodical reports to the commercial management.
- Co-ordinate with internal departments, i.e. Airports, Reservations Services, EGTIF, Accounting and Yield Management when needed and build very strong relationships with the local sales teams and Yield Management department in Dubai.
- Must be able to change productively and to handle other tasks as assigned.
- Ensure customer satisfaction by solving any problems faced and handling all complaints promptly

Requirements:

Qualification:
- Bachelor's Degree preferred
- Advanced - Intermidiate level of excel expertise level is required.
- Must be able to work flexible work hours and shift patterns
Experience:
- Minimum of 2 years airline sales experience
Knowledge/skills:
- Superior communications and interpersonal skills
- Proficiency in Microsoft Office Systems specially on excel and GDS systems
- Ability to work under stress, while at the same time exhibit a high degree of productivity
- Superior independent work capabilities
Other Information:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire

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