Customer Sales and Service Officer

Customer Sales and Service Officer

Job Purpose: Ensure highest level of quality service is consistently delivered to Emirates customers throughout the whole Emirates product line in order to retain and increase sales revenue. Manage the operations of the ticketing and reservations offices by implementing best practice, policies and procedures. Job Outline: -Manage the day to day operations of the retail store that includes multiple stakeholders and ensure that all customers are provided with excellent customer service. - Ensure the retail office team are aware of the target and work to consistently met and exceed reservations sales targets. - Produce resource plans and delegate tasks based on ability of the staff,





ensuring a fair and even distribution of work among both the reservations, EK Holidays /Skywards and ticketing teams. - Analyse service level and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Regularly communicate with Emirates network of contact centres and retail offices to share knowledge, ideas and best practise. - Ensure regular quality monitoring is scheduled and sufficient coaching time allocated with each team member. Perform regular quality audits with other Customer Sales and Service Officers/Managers both within own retail office and network wide to ensure calibration of quality standard is achieved globally. - Liaise with the sales team and EGHQ departments such as Commercial and Reservations Services to ensure that sales policies, retail office procedures and development plans are clearly understood, applied and adhered to by the team. - Conduct regular team briefings to ensure that the team is aware of new products, new self-service technology,





policies and procedures as and when they are introduced and to discuss team issues. - Collaborate with training and resource planning departments to implement program initiatives. Ensure training programs are delivered and put into effect and feedback provided on program success. - Measure employee satisfaction and recommend initiatives to increase. - Implement and maintain retail office standards such as furniture, brochure displays, new audio-visual display/immersive experience areas, self serve, queuing, reservations and telephony systems. SPECIFIC TO RETAIL JUMEIRAH TOWN CENTRE STORE: - You will be responsible for the entire store operations including supervising and governing all stakeholders within the store.
Qualifications & Experience: Degree or Honours (12+3 or equivalent)





Experience: Commercial/Sales.Other : 5+ Years Experience in Managing a retail travel store, airline sales or contact centre 3+ yrs Commercial/Sales Knowledge/skills: Airline sales and customer service experience. Working knowledge of retail office and airline industry, systems, procedures and methodology. Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems, EKH and Emirates reservation system and EKH and Emirates products and services. Excellent general sales and commercial knowledge of aviation and tour operations.





PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail, manage new technology, self-serve, VR and digital displays. Other languages besides English: Safety Sensitive Role: NO Leadership Role: YES

▶️ Customer Sales and Service Officer
🖊️ The Emirates Group
📍 Dubai