Senior Customer Sales and Service Agent

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is a global leader in the aviation industry, known for its exceptional customer service and cutting-edge technology. Based in Dubai, the airline operates a vast network of international flights, offering passengers unparalleled comfort and convenience. As part of the Emirates Group, the company is committed to delivering innovative solutions and creating memorable travel experiences. With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide.

As a Senior Customer Sales and Service Agent you will provide the highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers with managing their travel plans. Assist Team Leader and support junior staff.

In this role, you will:

• Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
• 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 legal 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 customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
• Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.
• 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.
• Deputise for the Customer Sales and Service Team Leader in their absence and provide help and support to junior team members and assist in coaching and development activities.
• Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.
• Ensure that all necessary ticket related documentation is filed, timetables updated, brochures, sale and promotional material is properly displayed on individual counters and around thereby providing various options to the customer which will assist in increasing sales. (Reservations and Ticketing Offices only).
  
• Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received. (Reservations and Ticketing Offices only).
• Whenever possible create a database of all potential customers and develop a personal relationship with them by regular communication. (Reservations and Ticketing Offices only).

To be considered for the role, you must meet the below requirements:

Emirates Group is an international organisation with employees from over 170 nationalities; we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our websitewww.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.