Emirates SENIOR CUSTOMER SALES & SERVICE AGENT - 140006MK Job Purpose 1. JOB PURPOSE To provide the highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers with managing their travel plans. Assist Team Leader and support junior staff. Work as part of a team to achieve individual, station and network Commercial objectives. 2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS • 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 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 legal 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 customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares. • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline. • Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained. • 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. • 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 junior team members. • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline. • Ensure that all necessary ticket related documentation is filed, time tables updated, brochures, sale and promotional material is properly displayed on individual counters and around thereby 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. Qualifications & Experience 3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: · 10 years schooling or equivalent. Experience: · 2+ years in a contact centre or reservations office environment within the airline industry. Knowledge/skills: · Knowledge of contact centre and airline industry procedures and methodology. · Standard Fares and Ticketing courses, Skywards and MARS reservations systems. Excellent interpersonal, telephone and customer service skills. · Ability to work in a busy sales team environment. · PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail. Salary and Benefits The Emirates Group is a highly profitable business with revenue of US$21.1 billion and over 50,000 employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Group’s rapidly expanding and award-winning international carrier. Within the Group there are a diverse range of businesses which offer a wide spectrum of career opportunities, all of which can be explored through the Groups dedicated careers website, emirates/careers. Emirates flies one of the youngest, most innovative fleet in the sky to over 130 destinations across six continents and dnatas network now extends across 100 locations worldwide. With our international network constantly expanding and opportunities arising in countries/cities outside of Dubai, we are looking for career motivated individuals to join our operations in their home countries. We offer our employees competitive remuneration packages, attractive travel benefits, and career development supported by multi-million dollar training facilities in Dubai, and e-Learning programmes for those seeking a long-term future in the Company. Job Category: Customer Service & Contact Centre Primary Location: Pakistan-Karachi Job Posting: 09-Sep-14, 4:09:06 AM Closing Date (GMT+4): 14-Sep-14, 12:59:00 PM
Posted on: Fri, 12 Sep 2014 09:19:46 +0000
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