Customer Sales and Service Agent

Job Purpose

Emirates connects the world to, and through, our global hub in Dubai. We operate modern, efficient and comfortable aircraft, and our culturally diverse workforce delivers award-winning services to our customers across six continents every day.

As a global organisation, we are committed to ethical business practices. We believe long‑term, successful business relationships are built on honesty, fairness and the strength of our products and services. Our commercial success has been driven by Dubai’s Open Skies aviation policy, and is based on our solid business model and customer centricity.

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. Work as part of a team to achieve individual, station and network Commercial objectives.

Job Outline:

• 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 set service quality levels 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 and 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.
• 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, time tables 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 and Service Team Leader on closing the end of day sales and banking monies received.
• 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.

Qualification

Qualifications & Experience:

Educated to at least GCSE or O Level standard or equivalent.

2+ years in a contact centre or reservations office environment within the airline or travel industry or completion of a Diploma/Degree in Travel and Tourism.

Knowledge/skills:

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

Must be able to live and work in Zambia.

Salary & benefits

Competitive market-related salary

Competitive market-related benefits