1. JOB PURPOSE
To provide the highest level of service in order to sell Emirates airline tickets and services and to assist
customers with managing their travel plans. Assist Team Leader and support Customer Service & Sales
Agents. 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 convert sales. Sell related products by identifying customer
needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related
products. Ensure set 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 relevant 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 customers on all products and services
such as Skywards membership (Skywards related queries), Skywards Cash plus miles, Dubai stopovers, upsells and increase ancillary revenue to achieve sales revenue targets.
- Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.
- Ensure all process and procedures followed are always compliant with General Data Protection Regulation laws. Customer data to be secured and maintained as per set organizational standards.
- Deputise for the Customer Sales and Service Team Leader in their absence. Extend support and be an active team member, aiding the station and organisational goals and objectives.
Retail Office only:
- Ensure that all Retail office process and procedures are maintained and in accordance with the organisation standards.
- Timely reporting of specific retail activities, customer walk-in and revenue data with the concerned internal stakeholders.
- Ensure the station is compliant with our Global Retail office standards through monitoring and highlighting any deviations with the team leader and manager.
