Customer Sales and Service Team Leader

Job Purpose: Coach, develop and motivate a team of Customer Sales and Services
Agents and Senior Customer Sales and Services Agent to achieve individual,
retail office and network targets and goals. Job Outline: - Lead the day to
day operations of the 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. - 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. - 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. Brief and guide team on the new technology in store. -
Monitor the discipline, grooming and conduct of the team. - Ensure regular
quality monitoring is scheduled and sufficient coaching time allocated with
each team member. Perform regular quality audits with other Customer Sales and
Service Team Leaders both within own retail office and network wide to ensure
calibration of quality standard is achieved globally. - Delegate tasks based
on ability of the staff, ensuring whenever possible a fair and even
distribution of work among the team. Through coaching and quality monitoring
identify team and individual training needs and recommend appropriate training
programs. Ensure that the training delivered to the team is put into effect
and feedback given on the program success. - Ensure that all customer
complaints received are objectively investigated and liaise with team members
and management to recommend remedial/corrective action. - Deputise for the
Customer Sales and Service Officer/Manager in their absence. Ensure smooth
running of reservations and/or ticketing operation/ EKH reservation when on
shift. 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 Degree or
Honours (‎12+‎3 or equivalent) : Experience in
Commercial/Sales/Reservations/Ticketing. ‎3+ yrs Commercial sales airline
customer service / hospitality background is an advantage . Knowledge/skills:
Working knowledge of retail office and airline industry procedures and
methodology. Standard Fares and Ticketing courses, Skywards and MARS
reservations systems. All EKH system and products knowledge. PC based skills
to operate Windows package such as Microsoft Word/ Excel/ E-mail, manage new
technology, self-serve, VR and digital displays. Leadership Role : YES
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.