CUSTOMER SALES & SERVICE TEAM LEADER

Job Description

Job title: CUSTOMER SALES & SERVICE TEAM LEADER

Company: Emirates

Job description:

• Lead the day to day operations of the CS&S team and ensure that all customers are provided with excellent customer service. Coach, develop and motivate a team of Customer Sales and Services Agents to achieve individual, retail office and network targets together plus commercial objectives.
• Liaise with customers as a first point of contact to advise, sell and showcase all products and services in store (EK, EKH, Skywards etc), providing guidance and support to customers regarding self-service technology; assisting customers with purchasing decisions; locating EK merchandise; resolving customer issues and concerns.
• Coach, develop, and motivate a team of agents within the retail office. Ensure that team and individual agent performance is at the required standard and maximise the productivity. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Monitor the discipline, grooming and conduct of the team. Provide necessary on job instructions and training to staff and new joiners. Ensure that sales policies and retail office procedures are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced. Brief and guide team on the technology in the retail office.
• Perform regular quality audits with other Customer Sales and Service Team Leaders both within own retail office and network wide, to ensure the quality standard is achieved globally. Maintain retail office standards such as furniture, technology and furnishings.
• Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team. Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.
• Ensure smooth running of reservations and/or ticketing operation when on shift. Control and maintain records for all revenue accountable documents such as tickets and MCOs ensuring that usage is monitored in order to provide necessary accounts at the end of the day/shift. Prepare and reconcile end of day banking and bank monies as appropriate. Deputise for the Customer Sales and Service Manager in their absence.
• Monitor counter and back office service levels to determine operational trends and provide solutions to increase sales, service and quality. Manage back office duties including the servicing of key accounts, responding to inter department queries.
• Perform admin functions via the BSP link including investigation and processing of ADM disputes, Refund Applications and ACMs.

·Good level of secondary education, with advanced experience from within an Airline Sales/Reservations/Ticketing, Hospitality or Contact Centre environment.

·Able to demonstrate supervisory experience and work in a busy sales environment whilst providing excellent customer service.

·Must have completed EK Advanced Reservations/Ticketing and Sales 2

·Confident and friendly manner with customers.

·Proven ability to motivate, coach and develop staff.

·Comfortable using new retail technology e.g. self-serve, VR and digital displays

·Fluency in English

·Applicants must have the legal right to live and work in the U.K. The Company will not provide assistance with obtaining work permits.

Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

Expected salary:

Location: United Kingdom

Job date: Sun, 21 Jan 2024 00:29:37 GMT

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