SENIOR CUSTOMER SALES & SERVICE AGENT- HYDERABAD

1. 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

2. 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 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.

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 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.

• 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.