E-Commerce Officer

Job Purpose: JOB PURPOSE Provide comprehensive support to E-Commerce team by
administering support to R&CC and other stakeholders in order to optimize
online (IBE, MYB, OLCI, Redemption etc) passenger revenue and online customer
service levels across EOL channels (Desktop, Mobile and Apps). Manage and
coordinate with all necessary departments, including Corporate Communications,
Skywards, Finance and IT IBE Support, to assist in identifying online customer
issues and pain-points with the aim of continually improving E-Commerce
processes and systems. Assist in promoting direct sales strategy of Emirates
in order to achieve cost savings and generate incremental revenue. JOB
ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS - Be well versed with
functionalities and processes in and around all Emirates E-Commerce systems -
Internet Booking Engine (IBE), Interline Bookings, Business Rewards, CUGO,
Manage My Booking (MYB), Online Check In (OLCI), Ancillaries (e.g. Paid Seats,
Excess Baggage etc.), Miles Redemption & Upgrades, Email Upgrades, Refunds,
Payment etc. across all E-Commerce channels (Web, Mobile and Apps). -
Independently triage all incoming communications to EOL Support inbox,
identify the queries or issues, perform necessary analysis and undertake end-
to-end resolution, which may include updating of the Reservation System
customer records. - Comprehensively respond with decisions based on each
scenario for every query within ‎1 working day, or coordinate with the relevant
departments to ensure an appropriate response in line with customer experience
objectives. - Analyze online booking issues to direct the root cause analysis
by IT IBE Support in resolution. - Direct liaison with internal and external
teams to ensure continuity of online operations, including Corporate
Communications, Revenue Optimisation, R&CC, Skywards, Business Rewards, CASA,
IT IBE Support and others. - Work independently and directly with internal
departments like Credit Card & e-Payments Management, Revenue Accounts, IT and
external payment providers such as WorldPay, MIGS (Master Card Payment
Gateway) and Global Collect to resolve payment queries on priority and assist
with ticketing. - Assume ownership of issues raised for IT investigation and
subsequent code fixes. This includes issue analysis, requirements gathering,
pre- and post-release testing. - Develop and implement policies and procedures
relating to the handing of online products and enhancements. Support other
commercial departments with subject matter expertise, including training on
new enhancements and implemented products. - Identify patterns of consumer
behavior in addition to issues of system behavior using customer experience
systems to develop enhancements to the booking engine that directly contribute
to revenue generation, service efficiencies, or cost reduction - Maintain and
enhance professional knowledge so that E-Commerce and Mobile remains the
centre of excellence to R&CC and outstation Sales offices. Periodic reviews of
available industry information to keep abreast with recent developments and
trends. - Responsible for managing EOL Support mailbox using a defined
structure and archive library. Periodic reviews of EOL Support mailbox
management process and proposal of operational enhancements.
Qualifications & Experience: MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: Degree or Honours
(‎12 + ‎3 or equivalent) Experience: - ‎5+ years experience in an airline, with
knowledge of business and sales/commercial processes relating to airline
reservation and fares/pricing. - ‎5+ years experience in E-Commerce and Mobile
Knowledge/Skills: - In-depth knowledge of Airline / Emirates booking
processes, online functionality (IBE, MYB, and OLCI) across all channels (Web,
Mobile, Android, and iPhone) - Strong hands on experience of MARS, CRIS,
Quantum Metrics - Proficient in all MS Office tools such as MS Word, MS Excel,
MS PowerPoint, MS Project, etc. - Should possess strong analytical skills and
proven ability to work at all levels and across different cultures. - Should
also possess strong written and verbal communication skills. - Ability to
operate independently.
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free 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's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.