Senior Sales Support Agent

at  The Emirates Group

Job Purpose: Provide comprehensive best in class sales support across all channels and segments to Emirates’ trade partners in order to maximize revenue and achieve commercial targets. Support the sales teams and external customers ensuring that all requests are actioned promptly.

JOB DESCRIPTION

• Co-ordinate and support the sales team in the selling and marketing of all products through efficient handling of direct mail and tele-sales.
• Respond to general queries from external trade customers and escalate issue to the sales team or Sales Support Team Leader/Manager as appropriate.
• Liaise with other departments in terms of getting any required information for accurate and prompt actioning of transactional sales activities thereby reducing the time lag and increasing customer satisfaction.
• Ensure customer satisfaction by solving any problems faced and handling all complaints promptly.
• Support the Sales Support Team Leader / Sales Support Manager with Ad-hoc projects as needed.

Trade Support

• Troubleshoot trade partner inquiries, resolve problems, answer contractual queries in order to maximize sales opportunities.
• Ensure timely and accurate communication of fare rules and policies for all sales channels and accounts. Maintain an understanding for all relevant commercial products outstanding in the marketplace.
• Book special services such as STPC, seat allocations, special service requests meals, and any other special services that might be applicable.
• Provide written communication of general trade correspondence, redirect correspondence to relevant departments and or sales colleagues where appropriate.
• Create reservations, arrange ticketing and fare collection as directed, resolve booking problems.
• Regularly maintain and update salesforce.com. Produce when required commercial reports using Emirates Group’s systems.

Groups Support

• Handle all nation-wide business inquiries appropriate for market areas, and respond with quotations and reservations in a timely manner to ensure maximisation of sales.
• Work closely with the sales team in order to actively solicit group business in order to increase this revenue stream both from ad-hoc group requests and group series.
• Build group requests through the GWS/GSO Application, create the group contracts and monitor the group movements throughout their whole life-cycle. This includes the modification of group blocks based on required capacity, checking for deposit and cancellation deadlines and ensure full application of all the procedures and guidelines.
• Book special services such as STPC, seat allocations, special service requests meals, group check-in and any other special services that might be applicable.
• Maintain accurate filing system for all groups and ensure that each block is traced and monitored regularly.
• Remain informed of all airline rules and regulations and current affairs. Communicate information to clients accurately and appropriately.
• Maintain records of all groups before and after departure; follow up on any group inquiries until travel is completed. Create and Track Monthly reporting related to the group sales activities and provide periodical reports to the commercial management.
• Co-ordinate with internal departments, i.e. Airports, Reservations Services, EGTIF, Accounting and Revenue Optimisation when needed and build very strong relationships with the local sales teams and Revenue Optimisation department in Dubai.
• Qualifications & Experience: Proven Airline Commercial/Sales experience, including in Fares and Ticketing / Reservations
• Educated to High School level or equivalent
• Strong Customer Service Skills
• Skilled user of MS Office packages & GDS System
• Superior communication skills written & spoken English
• Ability to work under pressure, while at the same time exhibit a high degree of productivity
• Ability to work both autonomously and as part of a team

Applicants will only be considered if they have the legal right to live and work unrestricted in Australia.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays

Please refer the Job description for details