ekas customer experience

3 weeks ago

Karachi, Sindh, Pakistan Emirates Full time
Job Purpose

Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximize revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards program. Additionally, provide pro-active support for daily operations as required.

Job Outline
  • 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 EKor 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 Manage to maintain service level for customers.

Qualifications & Experience

Customer Service/ Customer Relations : 3+ Years

12 Years Schooling Or Equivalent

Experience in reservation / sales and ticketing

Knowledge/skills: Working knowledge of a major Computer Reservation System, this must also include knowledge of market and industry information.

Completion of advance courses in Reservations and Ticketing. Undertaken courses in customer service handling.

PC-based skills in operating Windows packages, including Microsoft Word / Excel / E-mail.

Fluency in English and the language of the country in which you are working is essential.

The candidate must have the right to work and live in Pakistan.

Salary & Benefits

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
#J-18808-Ljbffr

  • Senior Sales Executive

    2 weeks ago

    Karachi, Sindh, Pakistan International Customer Support Full time

    Job SummaryWe are looking for a motivated and results-driven Sales Executive to join our dynamic team. The ideal candidate will have a passion for sales, excellent communication skills, and a proven track record of meeting and exceeding targets. You will be responsible for identifying new business opportunities, building customer relationships, and closing...

  • Customer Experience Expert

    4 days ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    Customer Experience ManagerAchieve Customer Satisfaction as a Senior Customer Support RepresentativeWe are seeking a highly motivated and experienced Senior Customer Support Representative to lead our customer support team. As a key member of our global customer support team, you will be responsible for providing exceptional customer service to international...

  • Customer Experience Associate

    6 days ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    Customer Experience AssociateThis is a fantastic opportunity for a highly motivated and results-driven individual to join our team as a customer experience associate. The successful candidate will be responsible for providing top-notch customer service through various channels and meeting customer success KPIs.

  • Customer Experience Ambassador

    4 days ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    Exceptional Customer Experience SpecialistAbout the RoleWe are seeking a highly skilled Customer Service Specialist to provide exceptional customer experiences. This is a 4-month contractual position with potential for extension based on project continuity.

  • Customer Experience Champion

    1 week ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    Product Experience AnalystWe're seeking a passionate and customer-centric individual to contribute to the revolution of the consumer wireless space. This role involves acting as a bridge between customers and various departments, ensuring a seamless and unified customer experience journey.

  • Customer Experience Designer

    5 days ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    We are seeking a passionate and customer-centric individual to join our organization as a Product Experience Analyst.ResponsibilitiesAct as the bridge between customers and various departments, ensuring a seamless and unified customer experience journey.Define, shape, and implement a comprehensive CX strategy that encompasses all customer...

  • Customer Experience Manager

    1 week ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    About the RoleWe are looking for a Customer Service Representative to be part of our team. This role involves creating exceptional customer experiences and making a positive impact.As a Customer Service Representative, you will be responsible for providing excellent service to our customers. You will be handling customer inquiries, resolving issues, and...

  • Customer Experience Specialist

    1 week ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    Job OverviewAs a Customer Service Representative, you will play a vital role in delivering exceptional customer experiences and contributing to the growth and success of our organization.Key responsibilities will include responding to customer inquiries, resolving issues in a professional and timely manner, and consistently meeting or exceeding customer...

  • Customer Experience Associate

    15 hours ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    About the Role">We are seeking a Customer Success Specialist to join our team. As a key member, you will be responsible for managing customer relationships, resolving queries, and providing timely support via various channels.This role involves working closely with our team to identify areas for improvement and implementing strategies to enhance the customer...

  • Customer Experience Lead

    1 week ago

    Karachi, Sindh, Pakistan beBee Careers Full time

    Customer Support Leadership RoleWe are seeking an experienced and results-driven individual to fill the role of Customer Support Team Leader.This position offers the opportunity to lead a team of professionals and make a significant impact on our customers' experiences.The ideal candidate will possess a minimum of one year of experience in customer support...