Out of Hours Consultant (Dedicated to a High Profile Law Firm)
Reed & Mackay InternalUnited Arab Emirates · Posted 5 days agoDescription
PRINCIPLE RESPOSIBILITIES:
Service
- Provide a consistently high level of service to all clients and Operational staff with a desire to exceed client expectations
- Effectively manage your workload to meet deadlines, whether internally or client driven
- Demonstrate proactive thinking and provide a consultative approach, delivering an end-to-end solution
- To monitor global news feeds and risk management alerting to ensure we provide accurate andtimely travel advice for our clients outside of normal office hours
- To constantly be vigilant for any possible abnormal booking requests, in line with the R&M fraud prevention procedure.
- Apply Quality Control procedures and processes in line with ISO27001 (data security certification) and PCI compliance
Product Knowledge and Optimised Value
- Can ‘think outside the box’ at any hour of the day or night if required to provide a seamless service to clients.
- Utilise all available systems and resources to enhance the traveller experience
- Ensure communication, both written and verbal, is professional, efficient and exceeds company/client performance expectations
- Handle any client complaints/issues in a professional manner ensuring the dedicated team and/or relevant department heads are kept updated
- Ensure you are fully aware of the responsibilities and procedures of other departments and/or offices within R&M.
- Strong airfares knowledge. Offer and secure lower cost options through creative ticketing, combination ticketing and/or optional net fare opportunities.
- Fully conversant with client specific travel policies, preferred supplier programmes, VIP, and High-Priority Travellers and where to find the information.
Continual Development
- Have an enthusiastic and willing to learn attitude, attending all relevant training / coaching as required
- Proactively identify and implement enhancements to improve processes of the department and its ability to deliver in a timely and efficient manner
- Achieve individual and team-based objectives through the annual Performance Development Review.
SKILLS, KNOWLEDGE AND EXPERIENCE:
- Exceptional telephone manner and written skills
- Experience in using MS software packages
- Excellent attention to detail
- Ability to clearly articulate the latest travel advice both verbally and in writing
- Demonstrate ability to make effective use of available resources to complete tasks to agreed deadlines
- A proven record of experience in a core business travel environment
- Full understanding of IQ system
- Strong knowledge of the travel industry, Geographical locations, and products in the marketplace
- Have a ‘team player’ approach
- Excellent interpersonal skills
- Flexible approach to working hours
- Ability to build a good rapport with all departments within Reed & Mackay
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