Farah Experiences LLC is hiring Itinerary Planning Agent

At Farah we thrive on seeing happy guests, colleagues and partners. We believe that each individual that we meet is important, and that we can make a positive difference to their lives. Our purpose is to create happiness…one smile at a time.

To create more smiles, we are looking to add an Itinerary Planning Agent – Outbound to our team. In this role, you will be responsible for supporting our guests with booking recreational activities, packaged holidays, tours, events, dining reservations, theme park tickets and other guest experiences on Yas Island to create memorable vacation planning experiences.

• Would make outbound calls to prospects and guests enquiring about any of the brands represented on Yas Island ensuring at all times the call is welcoming and not high pressure selling.
• To gain a clear understanding of the guests’ interest areas, their ideal experience, and then to customise an itinerary that delivers a memorable experience on Yas Island.
• To properly answer the guests’ query in the most accurate and speedy manner without making the guest feel rushed.
• Resolve any guest queries through troubleshooting with the guest to ensure payment is made promptly.
• Use appropriate tools to effectively design a highly customised literary for the guest.
• Ensure Yas Island as a destination is fulfilling its brand promise to the guest.
• Maintain an excellent and up-to-date level of product and procedural knowledge and proactively seek out information, in order to understand guest issues.
• To ensure the guest does not need to call us again for the same query by delivering the right response and educating them in future on how to get this response using self-service (if appropriate).
• Document call outcome including any agreements made regarding payment.
• Identify and report new business practices that could be introduced or suggest modifications to existing practises to increase guest satisfaction levels.
• Contribute positively towards the achievement of performance targets in all aspects of the team’s activities.
• Aim to achieve or exceed Experience Hub and Agent KPIs (e.g. Guest Satisfaction and sales targets).
• Support a good team and working environment through assisting fellow employees and participate constructively in team meetings.
• Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader.

You are

• Outstanding communication skills.Fluent English and/or Arabic.  
• Confident and enthusiastic.
• Excellent attention to detail and accuracy.
• Excellent computer and system skills.
• Excellent interpersonal and verbal and written communications skills and ability to convert enquiries into sales.
• Excellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical information.

Proven ability:

• to work towards individual and team targets
• to develop and maintain guest rapport
• to overcome objections and convert sales
• to work on own initiative but also as part of a team
• to work in a constantly evolving environment
• to organise and prioritize work effectively 

Qualifications

As ideal an candidate:

• You should have experience in a hospitality or travel contact centre and would have the ability to work in a fast paced environment.
• Minimum of two years’ experience in a sales focused contact centre or similar environment.
• Must possess outstanding communication skills. Fluent English and/or Arabic.  
• Experience in demonstration of the achievement of sales targets.
• Excellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical information.

Click on this link to apply.