Customer Service Representative
hace 2 semanas
Job Purpose
As a Customer Service Representative at Emirates, you will be responsible for providing exceptional customer service to our valued customers. Your primary goal will be to ensure that every customer interaction is of the highest standard, providing them with detailed information on Emirates fares and actively issuing tickets and selling related products.
Key Responsibilities
- Ensure the highest standard of customer service is provided to Emirates customers.
- Provide customers with details on Emirates fares and actively issue tickets and sell related products.
- Identify customer needs through rapport building and actively seek out sales opportunities.
- Promote all Emirates related products to customers.
- Ensure quality standards are achieved for all customer interactions.
- Issue Emirates tickets to customers, ensuring that all necessary airline rules and regulations are incorporated.
- Highlight to customers the legal requirements covering their journey, such as passport, visa & health requirements.
- Actively enhance Emirates revenue earnings by providing options to customers on all products and services.
- Be involved in suggesting new ideas and providing recommendations on the improvement of the service provided.
- Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.
- Support Travel Agents by assisting them with their general enquiries.
- Manage back-office duties and provide some interdepartmental back up support.
- Assist with refund queries, queue handling, medical cases, UMNR and Young Passenger Handling and further administration duties.
- Support the Customer Sales & Service Team Leader to close end of day sales and banking monies received.
Qualifications & Experience
- Minimum of two years' experience in the airline / trade industry preferred.
- Capable of learning and understanding Reservations and Ticketing activities as well as the logic of Fare construction and ticketing and Loyalty Programmes.
- Proven ability to work in a busy sales team environment.
- Excellent customer service, telephone and interpersonal skills and a pleasant, friendly personality.
- PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail.
- Knowledge of Contact Center and Airline industry procedures and methodology preferred.
- Fluent in spoken and written English and Spanish.
Information
Must have the legal right to live and work in Spain.
Salary & Benefits
Enjoy a competitive remuneration package, discounts on flights and hotel stays.
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