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.