Today, with over 170 nationalities we are truly a global organization with talented people employed from every continent. I am reminded constantly that no matter how many millions we invest in the latest equipment, it is our people that make the difference in terms of results. I look forward to having you in our team and sharing our future success with you as we grow and expand our business globally.
POSITION: SENIOR CUSTOMER SALES & SERVICE AGENT
Qualifications & Experience:
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. Other languages besides English: As some Contact Centres deal with multi – lingual calls, fluency in a required language will be advantageous.
Commercial/Sales.Other: 3+ Years
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.
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 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), amendments, DBB, Dubai stopovers, hotel bookings 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 queries and 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.
Salary & Benefits
Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays.
Place of Work: Addis Ababa, Ethiopia
Closing date: 07 Oct 2024
How to Apply:
Candidates who are interested and meet the specified qualifications are welcome to submit their applications:
Via online at:-
https://www.emiratesgroupcareers.com/search-and-apply/451283
Note: Female applicants are highly encouraged to apply
Please note that you must have the right to live and work in Ethiopia.