CUSTOMER SALES & SERVICE OFFICER-EGYPT

Job Purpose: Manage a large ticketing or a reservation and ticketing office
retail operation by implementing and maintaining best practise policies and
procedures and lead the retail office to achieve local and network wide
Commercial objectives. Ensure the highest level of service is delivered
consistently to all customers across the full range of Emirates products so as
to maintain and improve sales revenue. Job Outline: - Manage the day to day
operations of the retail office team and ensure that all customers are
provided with excellent customer service. Ensure the retail office team are
aware of and work to consistently meet and exceed reservations sales targets.
- Coach, manage, develop and motivate direct reporting agents and Customer
Sales and Service Team Leaders. Ensure that team and individual agent
performance is at the required standard and maximise the productivity of each
individual member. Conduct regular performance management reviews ensuring
that objectives and development plans are clearly set out and provide regular
feedback to team members and management. - Ensure that sales policies and
retail office procedures are clearly understood, applied and adhered to by the
team. Interpret information received from Emirates Group and senior management
and communicate to the operation, thereby ensuring that up to date information
on products and services is always available. - Provide necessary on job
instructions and training to staff and new joiners. Ensure that sales policies
and retail office procedures are clearly understood, applied and adhered to by
the team. Conduct regular team briefings to ensure that the team is aware of
new products, policies and procedures as and when they are introduced. -
Monitor the discipline, grooming and conduct of the team. - Produce resource
plans based on call and walk in customer forecasts. Delegate tasks based on
ability of the staff, ensuring a fair and even distribution of work among both
the reservations and ticketing teams. - Analyse service level and revenue data
to determine operational trends and provide solutions to increase sales,
service and quality. Regularly communicate with sales team, EGHQ departments
such as Commercial and Reservations Services and Emirates network of contact
centres and retail offices to share knowledge, ideas and best practise. -
Research, promote and implement new program, sales, service and employee
satisfaction initiatives in order to achieve contact centre and network
revenue, quality and employee satisfaction and attrition targets. - Implement
and maintain retail office standards such as furniture, brochure displays and
queuing, reservations and telephony systems. - Control and maintain records
for all revenue accountable documents such as tickets and MCOs ensuring that
usage is monitored in order to provide necessary accounts at the end of the
day/shift. Prepare and reconcile end of day banking and bank monies as
appropriate.
Qualifications & Experience: Commercial/Sales.Other : ‎3+ Years Vocational or
Diploma (‎12+‎2 or equivalent) : Airline sales and contact centre experience.
People management, coaching and people development. Knowledge/skills: Working
knowledge of retail office and airline industry procedures and methodology.
Excellent knowledge of fares and ticketing, Skywards and MARS reservations
systems and Emirates products and services. Excellent interpersonal, telephone
and customer service skills. Ability to work in a busy sales team environment.
Selection skills training. PC based skills to operate Windows package such as
Microsoft Word/ Excel/ E-mail. Please note that you must have the right to
live and work in Egypt.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration
package, discounts on flights and hotel stays.