SENIOR CUSTOMER SALES & SERVICE AGENT - Rome

• Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively issue 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 and upgraded fares.


• Support Travel Agents and Direct customers by assisting them in back office via emails, telephone calls and queues, with their general enquiries. Be involved in all tasks of back office and ensure they are delivered in due time with attention to the last detail. Assist internal customers whenever needed as well.


• Support our Trade in Booking/Fares/Ticketing/Refunds issues/Ancillary services/other EK related products, with specific attention to our top Trade partners with Private 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.


• Ensure that all necessary ticket related documentation is filed, timetables updated, brochures, sale and promotional material is properly displayed on individual counters, 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.


• Deputise for the Customer Sales and Service Team Leaders in their absence and provide help and act as a role model to other team members.


• Act as the first point of contact for all queries from CSSAs regarding complex bookings, challenging customer interactions and other special services.

• Educated to at least GCSE or A Level standard or equivalent


• Experience in a contact centre or reservations office environment within the airline or travel industry


• Excellent PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail


• Excellent customer service, telephone and interpersonal skills and a pleasant, outgoing personality


• Knowledge of contact centre and airline/travel industry procedures and methodology.


• Standard Fares and ticketing courses, Skywards and MARS reservations systems preferred.


• Fluent spoken and written Italian and English.

Information

• Must have the legal right to live and work in Italy.