Operations Executive (UmrahHolidays International)
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Job Details
Skills And Tools:
Job Description
Our Customer Service Team is growing, and we are currently in the look-out for an Operations Executive for our Cairo Office.
Who are WebBeds?
WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.
Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.
WebBeds is a subsidiary of Webjet Limited (ASX: WEB) – an ASX 200 listed company operating a global digital travel business.
About Umrah Holidays International.
Umrah Holidays International is part of the WebBeds Group; The world’s fastest-growing and second-largest business to business (B2B) accommodation provider to the travel industry.
Umrah Holidays International (UHI) provides a digital solution to simplify the Umrah journey and the booking process including visas, hotels, meet and greet, transfers and sightseeing in the holy land of The Kingdom of Saudi Arabia (KSA).
The visa integration process has been developed in accordance with the KSA Ministry of Foreign Affairs requirements and enables UHI to offer simple and quick e-Services to facilitate the planning, processing and issuance of visas for pilgrims in line with the KSA’s historic role in serving Muslims and Islam.
Leveraging on WebBeds global distribution network and strong partnerships with KSA hotels, UHI undertakes to promote religious travel to Saudi Arabia to Travel Agencies worldwide. Our partners will also benefit from a comprehensive range of leisure inventory and packages bookable via online and offline channels, pre or post the spiritual visit to the kingdom. UHI’s simple and user-friendly trading environment supports the KSA’s vision and ambition to welcome 30 million religious’ tourists by the year 2030.
As part of WebBeds, UHI benefits from over 40 years’ experience in distributing travel products to the global B2B travel industry along with the backing and financial support of the Webjet Group of companies that has a global annual turnover in excess of AUD 3.5Billion. Our staff of over 1,800 travel professionals are dedicated to distributing hotel content to 20,000+ travel companies globally whilst providing an unrivalled level of service that is amongst the best in the business.
Find out more about the Umrah Holidays International business at www.UmrahHolidays.com
What makes us stand out?
- We are a wholesale global travel organisation
- We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries
- We partner with over 430,000 properties in more than 14,000 destinations
- We work with more than 44,000 travel companies in 139 source markets
- We have an amazing Technology team focussed on delivering valuable outcomes using innovative tech and creative & lateral thinking.
Job Purpose:
Ensure exceptional customer service standards and maintain clients' satisfaction by answering clients’ quires; fulfill needs. Suggesting information about products and services and his role involves working on travel requirements for leisure as well as corporate/ business and prepare correspondences.
Specific Duties And Responsibilities:
- Responsible to answer all inquiries ensuring that every customer is served in an efficient, thorough and courteous manner.
- Responsible to ensure all required tasks are completed accurately and within given time frames.
- Completing calls & emails in a manner that maintains quality and quantity.
- Handling daily correspondence. Responds to inquiries and makes reservations if needed.
- Performing inbound and outbound calls to assist the customer with past, current, and future bookings.
- Building close working relationships with clients and suppliers.
- Handling LOH customer remarks.
- Checking pending folders and update premier agents on daily basis.
- Identifying and escalating issues for resolution.
- Dealing with occurring travel problems, complaints and refunds.
- Coordinating with Sourcing & hotels and TPS to solve on spot issues.
- Handling DC & TPS Book out’s, Relocation with coordination of BDM’s
- Notifying agencies in event of wrong rate or availability issue.
- Reporting customer concerns and any system issues to management & team.
- Handling offline requests.
- Attending departmental meeting and training when requested.
- Handling additional responsibilities as and when delegated by the Management.
- Maintaining the strategic operations goals and achieve targets.
Job Requirements
Job Requirements
To thrive in this role, you will need:
- High school graduate /a bachelor’s degree.
- Fluency in English language is a must, multilingualism is preferable.
- Basic computer proficiency.
It would be great if you have these as well:
- Travel Trade Experience, Tourism industry, or relevant field.
- Good experience in Customer Service, Quality Focus, and Documentation Skills for professional e-mails writing, and Details oriented is a must.
- Communicate with warmly and approachable way and positive spirit.
- Show caring and understanding of other’s needs and provide exceptional services.
- Take responsibility, feel personally accountable for accomplishment of tasks and assignments efficiently and effectively.
- Be knowledgeable and empowered to achieve high results to ensure the highest level of service.
- Ability to multi-task, prioritize and manage time effectively.
- Applies knowledge and techniques and can develop on them to achieve expected performance in their job/ role assigned.
- Customer orientation and ability to adapt/respond to different types of characters.
- Proven customer support experience, and very good phone contact, communications, handling skills and active listening with high efficiency.
- Develop his skills and prepare for what’s next.
- Adaptability, and ability to Work under Pressure.
- Takes time out to connect and demonstrate active listening.
- Follow the communication procedures, guidelines and policies, and Go the extra mile to engage customers.
- Develops creative and innovative environment within department.
- Think and reacts positively towards the new ideas.
- Build the case for change and innovation.
- Finds new ways to achieve better results.
- Support and investigate the resolution of important problems.
- Escalate issues and eliminate barriers to progress.
- Exceptionally high levels of motivation, working both independently and as part of a team.
- Understand and aligned with goals and objectives.
- Work with and through others to execute and achieve plans of the organization.
- Follow up with customers to ensure their requests have been addressed.
- Work closely with clients on complaints and sensitive issues to rectify problems and improve their experience.
- Ability to work a flexible schedule including non-traditional shifts/hours such as afternoons, weekends, and holidays.
Apply now and we'll be happy to accommodate you!
