Senior Ticketing Agent

Job Outline 
•    Ensure the highest standard of customer service is provided to Emirates customers, providing 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 in all customer interactions.
•    Issue Emirates tickets to customers ensuring that all necessary Airline rules and regulations are incorporated and that customer requests are met in order to ensure excellent service. Highlight to legal requirements covering journeys to passengers, including passport, visa & health requirements and other details such as check-in place, time etc.
•    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.
•    Be fully conversant with the wide range of leisure products and services offered by Emirates Holidays/ Arabian Adventures, including tailor-made packages, to maximize income opportunities for the Company by converting enquiries into confirmed bookings. Ability to process all types of reservations and enquiries independently and ensure all travel reservations are accurately handled and followed through, both via telephone and email communication.
•    Actively be involved in putting forward new ideas and providing recommendations on service improvements, 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.
•    Support back office administrative functions, namely BSP Refunds, Staff travel servicing, Ticketing for Agency Discount/FAM Trips, UAE Embassy bookings and UK Mission Enterprise (aka The Rulers’ Office). Additionally, provide support for fares/ticketing-related queries and other ad hoc requests from the Commercial team.
•    Ensure all necessary ticket-related documentation is filed and all relevant logs and reports are updated in a timely manner, ensure timetables are updated, brochures, sale and promotional material is available where required, thereby providing various options to the customer to encourage increases in sales.
•    Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received and deputize for them in their absence.

Critical Competencies 
•    Delivering 
•    Drive
•    Open to Opportunity
•    Collaboration 
•    Engaging Others 
•    Business Thinking

Qualifications/Experience
•    Good secondary level of education or equivalent.
•    Minimum of two years' experience in the Airline / Travel Trade industry
•    Excellent knowledge of Reservations and Ticketing activities, with knowledge of contact centre and/or airline industry procedures and methodologies preferred.
•    Completed standard Fares and Ticketing courses, with a working knowledge of Skywards and ResConnect reservations system.
•    Ability to work in a busy sales team environment, with an orientation towards sales.
•    PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail
•    Excellent customer service skills, telephone manner and interpersonal skills
•    Good organizational skills and ability to work under pressure.
•    Must be fluent in written and spoken English

Information
1.    Applications from staff who have not completed 12 months service in their current position will not be considered.
2.    Must have the legal right to live and work in the UK. Company will not provide assistance with obtaining work permits.
3.    Candidates should apply via HR Direct Self-Service on Groupworld using the above reference.
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