Job Purpose

We are looking for a motivated and customer-focused individual to join our team as a Senior Customer Sales and Service Agent. As a key representative of the Emirates brand, you will play a vital role in enhancing customer satisfaction, driving revenue, and supporting the day-to-day operations of the team.

As a Senior Customer Sales and Service Agent, you will provide the highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers with managing their travel plans. You will also assist the team leader and support junior staff.

In This Role, You Will

Ensure the highest standard of customer service is provided to Emirates customers
Provide them with details on Emirates tariff fares and actively issue online tickets and sell related products
Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service
Highlight to customers the legal requirements covering their journey such as passport visa health requirements and other details such as check-in place and time
Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership DBB Dubai stopovers hotel bookings and upgraded fares
Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided thereby increasing revenue and ensuring Emirates success as a market leading airline
Support Travel Agents by assisting them in making bookings with special arrangements
Advise and guide Travel Agents on quoting special fares and completing ticketing formalities
Fulfil Emirates online queries and other complex activities such as medical cases and special services
Deputise for the Customer Sales and Service Team Leader in their absence and provide help and support to junior team members and assist in coaching and development activities
Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided thereby increasing revenue and ensuring Emirates success as a market leading airline
Ensure that all necessary ticket related documentation is filed time tables updated brochures sale and promotional material is properly displayed on individual counters and around thereby providing various options to the customer which will assist in increasing sales
Support the Customer Sales Service Team Leader on closing the end of day sales and banking monies received Reservations and Ticketing Offices only
Whenever possible create a database of all potential customers and develop a personal relationship with them by regular communication Reservations and Ticketing Offices only

Qualification

To be considered for the role, you must meet the below requirements:

2 years in a contact centre or reservations office environment within the airline industry
Knowledge of contact centre and airline industry procedures and methodology
Standard Fares and Ticketing courses Skywards and MARS reservations systems
Excellent interpersonal telephone and customer service skills
Ability to work in a busy sales team environment
PC based skills to operate: Windows package including Microsoft Word, Excel, and Email

At Emirates, we're committed to helping our people grow and thrive. If you're ready for a rewarding and challenging career, apply today and become part of our world-class team.

Salary & benefits

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it's like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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