Job Description

1. JOB PURPOSETo provide the highest level of service in order to sell Emirates airline tickets and services and to assistcustomers with managing their travel plans. Assist Team Leader and support Customer Service & SalesAgents. Work as part of a team to achieve individual, station and network Commercial objectives2. 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 customerneeds through rapport building, actively seeking out sales opportunities and promoting all Emirates relatedproducts. 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. Highlightto customers the relevant requirements covering their journey such as passport, visa & health requirementsand 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), amendments, DBB, Dubai stopovers, hotelbookings and upgraded fares to achieve sales revenue and/or sales conversion targets.

• Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards

are maintained.

• Support Travel Agents by assisting them with bookings and special arrangements. Advise and guide Travel

Agents on quoting special fares and completing ticketing formalities. Fulfil Emirates online/other queriesand 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 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.Retail Office only:

• 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 customerwhich will assist in increasing sales

• Support the Customer Sales & 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 onlinequeries and other complex activities such as medical cases and special services.Qualifications:Experience :Commercial/Sales.Other 3+ YearsKnowledge/Skills: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.Knowledge/skills:Knowledge of contact centre and airline/travel industry procedures and methodology.Knowledge of standard Fares and Ticketing, Skywards and relevant reservations systems.PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail.Must have the right to live and work in India.

Emirates