Job PurposeAt Emirates, we connect the world through our global hub in Dubai. Across the network, our Airport Services teams work hard to keep our operations running smoothly, efficiently, and safely— ensuring our customers always enjoy a seamless experience and ‘Fly Better’.
Join us as a Customer Experience & Ticketing Lead and experience working within a multicultural environment, for one of the most recognised and admired brands globally.
As the Customer Experience & Ticketing Lead, you will be responsible for supervising the Emirates operations, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. You will also be responsible to maximize revenue through ancillary sales, including commercial products, ticketing and reservations, and championing our Skywards program. Additionally, you will provide proactive support for daily operations, as required.
You will also be involved in:
- Ticketing and Reservation - Responsible for understanding the specific travel requirements of individual customers and delivering a smooth and tailored customer service experience. Provide customer with clear options and accurately handle the system reservations whilst adhering to the policies, calculating fares, and ensuring completion of all documentation. Inform customers on the necessary legal requirements for their journey, including passport, visa, and health requirements.
- Ancillary sales - Increase revenue from ancillary sales by promoting airport upgrades, additional legroom options, and excess baggage services.
- Commercial EK Products - Responsible for ensuring comprehensive knowledge of all Commercial products and services available to customers and enhancing their travel experience by promoting offerings under Emirates Commercial products.
- Skywards - Responsible for understanding and effectively communicating the Skywards programme, including its benefits, promotions, scheme rules, and relevance to addressing customer enquiries and encouraging participation. As the local subject matter experts of the Skywards programme conduct regular briefings to various stakeholders to maximise awareness and participation of the programme.
- Sales Administration - Accountable for monitoring and documenting all sales activities on a daily/weekly/monthly/annual basis. Responsibility for ensuring that all money received from cash/point of sales card payments is accurately reconciled. Maintain responsibility for handling and depositing cash in compliance with local regulations, following EK procedures and collaborating with local Finance and Administration Manager.
- Passenger Acceptance - Responsible for monitoring the reservation system, communicating with other departments to ensure smooth handling of special cases (unaccompanied minor, medical etc) and coordinating with wider EKAS team for seamless passenger acceptance, and addressing any issues that may arise in the queue management process.
- Operational disruption - Pro-actively supporting with all operational disruptions, (rebook customers on EK or OAL, assist with coordinating and issuing hotel booking, collaborate with the EKAS team to ensure optimal outcome and customer satisfaction. Manage the denied boarding process, and provider various alternatives solutions as per EK process, including the options scheme as per EK policy and procedures to retain customer confidence and loyalty.
- Airport Operations - Required to support with EKAS operational requirements as and when required, from check in, boarding, lounge, ramp activities as and when required by the Airport Services Manager to maintain service level for customers.
To be considered for the opportunity to join our team, you must meet the below requirements and your application should highlight your skills and experience in:
- Experience in reservations, sales and ticketing (+3 years).
- Experience in Customer Service, with effective interpersonal and cross-cultural communication skills.
- Experience in Airport Operations will strengthen your application.
- Working knowledge of a major Computer Reservation System, this must also include knowledge of spanet and industry information.
- Completion of advance courses in Reservations and Ticketing.
- Undertaken courses in customer service handling.
- Quick learner with systems and experience with Microsoft 365 and Office applications (Excel/Work/Outlook).
- Fluency in English is essential.
- Minimum education of 12 Years schooling or equivalent.
Additional Requirements
- The successful candidate will be required to work a roster, driven by operational requirements with the current flight schedule requiring a rotating shift roster of shifts performed between the range of 09:30 – 22:30 and includes working mornings, night shifts, weekends and public holidays.
- Only applicants with the legal right to work and live in New Zealand unrestricted will be considered. The company is not able to provide or assist with obtaining sponsorship.
Our global airline connects people to new places, experiences, and cultures across six continents, and our route network is expanding all the time.
By joining Emirates, you’ll receive a competitive salary along with benefits such as discounted travel and subsidised private health insurance. Beyond the financial benefits, we provide comprehensive training programs to support professional growth, recognise outstanding contributions through our employee reward and recognition program and promote a diverse and inclusive workplace with employees from over 170 nationalities.
Opportunity awaits.
