SENIOR CUSTOMER SALES & SERVICE AGENT

Job Purpose: To provide the highest level of service in order to sell Emirates
airline tickets and services and to assist customers with managing their
travel plans. Assist Team Leader and support Customer Service & Sales Agents.
Work as part of a team to achieve individual, station and network Commercial
objectives. Job Outline: - Ensure the highest standard of customer service is
provided to Emirates customers, provide them with details on Emirates fares
and actively issue online tickets and sell related products by identifying
customer needs through rapport building, actively seeking out sales
opportunities and promoting all Emirates related products. Ensure set quality
standards are achieved for all customer interactions - 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 relevant 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 customers on all products and services such
as Skywards membership (Skywards related queries), amendments, DBB, Dubai
stopovers, hotel bookings and upgraded fares to achieve sales revenue and/or
sales conversion targets. - Keep abreast of Emirates Group news and updates to
ensure relevant professional and company standards are maintained. - Support
Travel Agents by assisting them with bookings and special arrangements. Advise
and guide Travel Agents on quoting special fares and completing ticketing
formalities. Fulfil Emirates online/other queries and other complex activities
such as medical cases and special services. - Deputise for the Customer Sales
and Service Team Leader/Contact Centre Team Leaders in their absence and
provide help and act as a role model to other team members. - Act as the first
point of contact for all queries from CSSAs regarding complex bookings,
challenging customer interactions and other special services. - Retail Office
only - Ensure that all necessary ticket related documentation is filed, time
tables updated, brochures, sale and promotional material is properly displayed
on individual counters, 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. - 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.
Qualifications & Experience: Commercial/Sales.Other : ‎3+ Years Educated to at
least GCSE or A Level standard or equivalent. Experience in a contact centre
or reservations office environment within the airline or travel industry.
Knowledge/skills: - Knowledge of contact centre and airline/travel industry
procedures and methodology. - Knowledge of standard Fares and Ticketing,
Skywards and relevant reservations systems. PC based skills to operate Windows
package including Microsoft Word/ Excel/ E-mail. - Other languages besides
English: fluency in languages such as Urdu and English may be beneficial for
handling customer service inquiries in different languages. Please note that
in order to be considered for a job opportunity in Saudi Arabia, it is
necessary for you to have the ability to live and work in Saudi Arabia.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration
package, discounts on flights and hotel stays.