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SENIOR CUSTOMER SALES & SERVICE AGENT- CHENNAI

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Emirates

12d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Kolkata

AI generated summary

  • You should have 3+ years in sales, a graduate degree, airline/travel contact center experience, knowledge of fares/ticketing, and PC skills. Must be eligible to live and work in India.
  • You will sell Emirates tickets, assist customers with travel plans, provide service excellence, comply with procedures, train team members, and report on sales and customer data.

Requirements

  • Experience :
  • Commercial/Sales.Other 3+ Years
  • Graduate
  • Experience in a contact centre or reservations office environment 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 based skills to operate Windows package including Microsoft Word/ Excel/ E-mail.
  • Must have the right to live and work in India.

Responsibilities

  • 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.
  • Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively convert sales. 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), Skywards Cash plus miles, Dubai stopovers, upsells and increase ancillary revenue to achieve sales revenue targets.
  • Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.
  • Ensure all process and procedures followed are always compliant with General Data Protection Regulation laws. Customer data to be secured and maintained as per set organizational standards.
  • Depute for the Customer Sales and Service Team Leader in their absence. Extend support and be an active team member, aiding the station and organisational goals and objectives.
  • Ensure that all Retail office process and procedures are maintained and in accordance with the organisation standards.
  • Timely reporting of specific retail activities, customer walk-in and revenue data with the concerned internal stakeholders.
  • Ensure the station is compliant with our Global Retail office standards through monitoring and highlighting any deviations with the team leader and manager.

FAQs

What is the primary purpose of the Senior Customer Sales & Service Agent position?

The primary purpose is to provide the highest level of service in selling Emirates airline tickets and services, assisting customers with their travel plans, and supporting the Customer Service & Sales team.

What are the key responsibilities of a Senior Customer Sales & Service Agent?

Key responsibilities include providing excellent customer service, issuing Emirates tickets, enhancing revenue through upsells and ancillary products, staying updated on company news and procedures, and ensuring compliance with GDPR laws.

What qualifications are required for this position?

A graduate degree and a minimum of 3 years of experience in commercial/sales, ideally in a contact centre or reservations office environment within the airline or travel industry.

Is prior knowledge of the airline industry necessary?

Yes, a strong understanding of contact centre and airline/travel industry procedures, standard fares, ticketing, and relevant reservation systems is essential.

What skills are needed for this role?

Required skills include knowledge of airline reservation systems, proficiency in PC-based applications such as Microsoft Word, Excel, and email, and the ability to operate within a customer-focused environment.

Will I be required to handle customer data?

Yes, you will need to ensure that all customer data is secured and maintained in compliance with General Data Protection Regulation laws and organizational standards.

Are there opportunities for career advancement in this role?

Yes, there are opportunities for career advancement, including the potential to deputize for the Customer Sales and Service Team Leader in their absence.

Do I need to be eligible to work in India?

Yes, candidates must have the right to live and work in India.

Is experience in customer service an advantage for this position?

Yes, experience in a contact centre or reservations office environment is highly advantageous for this role.

What is the work environment like for this role?

The role involves working as part of a team to achieve individual, station, and network commercial objectives in a customer sales and service context.

Transportation
Industry
10,001+
Employees
1985
Founded Year

Mission & Purpose

Emirates is a global airline based in Dubai, known for its extensive international flight network and high-quality passenger services. Their mission is to connect the world with their exceptional travel experiences, focusing on innovation, comfort, and customer satisfaction. Emirates aims to be the world's leading airline by delivering superior service and operational excellence, enhancing travel for people globally while promoting Dubai as a major travel hub.