Senior Customer Sales & Service Agent [Lisbon]

• 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 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 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, DEX, Dubai stopovers, hotel bookings and upgraded fares.


• Represent Emirates in local event, acting as an ambassador for our brand values in Portugal, abiding by the uniform rules and standards.    


• Support Travel Agents and Direct customers by assisting them in back office via emails and queues, with their general enquiries. Be involved in all tasks of back office and ensure they are delivered on due time with attention to the last detail. Assist internal customers whenever needed as well. 


• 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.


• 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.


• Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.


• 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. (Reservations and Ticketing Offices only).


• Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received.


• Deputize for the Customer Sales and Service Team Leader 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.  

• Minimum of three years' experience in commercial/sales


• Educated to at least GCSE or A Level standard or equivalent.


• Experience in a contact centre or reservations office environment within the airline or travel industry.


• Knowledge of 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


• Excellent customer service, telephone and interpersonal skills and a pleasant, outgoing personality.


• Ability to communicate effectively at all levels, with fluency in both spoken and written Portuguese and English.

Information:

• Candidates must have the legal right to live and work in Portugal. The Company will not assist with obtaining work permits.