Customer Sales and Service Officer

Job Purpose: Ensure highest level of quality service is consistently delivered
to Emirates customers throughout the whole Emirates product line in order to
retain and increase sales revenue. Manage the operations of the ticketing and
reservations offices by implementing best practice, policies and procedures.
Job Outline: -Manage the day to day operations of the retail store that
includes multiple stakeholders and ensure that all customers are provided with
excellent customer service. - Ensure the retail office team are aware of the
target and work to consistently met and exceed reservations sales targets. -
Produce resource plans and delegate tasks based on ability of the staff,
ensuring a fair and even distribution of work among both the reservations, EK
Holidays /Skywards 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 Emirates network of contact
centres and retail offices to share knowledge, ideas and best practise. -
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 Officers/Managers both within own retail office and
network wide to ensure calibration of quality standard is achieved globally. -
Liaise with the sales team and EGHQ departments such as Commercial and
Reservations Services to ensure that sales policies, retail office procedures
and development plans are clearly understood, applied and adhered to by the
team. - Conduct regular team briefings to ensure that the team is aware of new
products, new self-service technology, policies and procedures as and when
they are introduced and to discuss team issues. - Collaborate with training
and resource planning departments to implement program initiatives. Ensure
training programs are delivered and put into effect and feedback provided on
program success. - Measure employee satisfaction and recommend initiatives to
increase. - Implement and maintain retail office standards such as furniture,
brochure displays, new audio-visual display/immersive experience areas, self
serve, queuing, reservations and telephony systems. SPECIFIC TO RETAIL
JUMEIRAH TOWN CENTRE STORE: - You will be responsible for the entire store
operations including supervising and governing all stakeholders within the
store.
Qualifications & Experience: Degree or Honours (‎12+‎3 or equivalent)
Experience: Commercial/Sales.Other : ‎5+ Years Experience in Managing a retail
travel store, airline sales or contact centre ‎3+ yrs Commercial/Sales
Knowledge/skills: Airline sales and customer service experience. Working
knowledge of retail office and airline industry, systems, procedures and
methodology. Excellent knowledge of fares and ticketing, Skywards and MARS
reservations systems, EKH and Emirates reservation system and EKH and Emirates
products and services. Excellent general sales and commercial knowledge of
aviation and tour operations. PC based skills to operate Windows package such
as Microsoft Word/ Excel/ E-mail, manage new technology, self-serve, VR and
digital displays. Other languages besides English: Safety Sensitive Role: NO
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.