CUSTOMER SALES & SERVICE OFFICER

• Manage the day to day operations of the customer sales & service office team and ensure that all customers are provided with excellent customer service. Ensure the team is aware of and work to consistently meet and exceed customer sales & service 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 maximize 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.


• 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 practice.


• 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.

• Vocational qualification or Diploma (12+2 or equivalent)


• Minimum 3 years’ airline sales and/or contact centre experience.


• Proven airline sales and contact centre experience.


• Proven people management, coaching and people development experience.


• Working knowledge of retail office and/or contact centre and airline industry-specific 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.


• Interview Selection Skills training preferred.


• PC-based skills with proficiency in Windows package: Microsoft Word/Excel/E-mail.


• Fluent in oral and written English and German.

Information

• Applicants must have the legal right to live and work in Germany. The Company will not provide assistance with obtaining work permits