Emirates is looking for a Senior Customer Sales and Service Agent to deliver exceptional service, directly sell airline tickets and services, and assist customers with their travel plans. In this role, you will provide vital support to the team leader and fellow agents while working collectively to meet individual, station, and network commercial goals.
What You'll Do
- Ensure the highest standard of customer service, provide fare details, actively issue online tickets, and sell related travel products.
- Issue Emirates tickets, incorporating all necessary airline rules and regulations.
- Advise customers on journey requirements, including passport, visa, and health regulations.
- Actively enhance revenue by promoting products like Skywards membership, amendments, Dubai stopovers, hotel bookings, and fare upgrades.
- Stay current with Emirates Group news and updates to maintain professional and company standards.
- Support Travel Agents with bookings, special arrangements, and guidance on special fares and ticketing formalities.
- Fulfil online queries and handle complex activities, including medical cases and special service requests.
- Deputise for the Team Leader in their absence and act as a role model and helper for other team members.
- Serve as the first point of contact for complex bookings, challenging customer interactions, and special services queries from the team.
- Ensure proper filing of ticket documentation, update timetables, and maintain counter displays of brochures and promotional materials.
- Support the Team Leader with end-of-day sales closing and banking of monies received.
What We're Looking For
- Educated to at least GCSE or A Level standard or equivalent.
- Experience in a contact centre or reservations office within the airline or travel industry.
- Knowledge of contact centre and airline/travel industry procedures and methodology.
- Knowledge of standard Fares and Ticketing, Skywards, and relevant reservations systems.
- PC skills to operate Windows packages including Microsoft Word, Excel, and Email.
- Must have the legal right to live and work in Thailand.
Nice to Have
- Fluency in a required language besides English will be advantageous.
Technical Stack
- Windows package including Microsoft Word, Excel, and Email.
- Relevant airline reservations systems.
- Standard Fares and Ticketing systems.
- Skywards system.
Team & Environment
You will work as part of a team to achieve individual, station, and network commercial objectives. The role involves assisting the Team Leader and supporting Customer Service & Sales Agents, reporting to the Customer Sales and Service Team Leader/Contact Centre Team Leaders.
Benefits & Compensation
- Competitive Salary.
Work Mode
This is a local-country position based in Thailand.
Emirates is an equal opportunity employer.