Role overview
About this role
<br /> <p>The Emirates Group is a highly profitable business with a turnover of approximately US$ 12 billion and over 50,000 employees. The Group comprises of dnata, the successful Airport Ground Services and Travel Industry division, and Emirates, the Group's rapidly expanding and award winning international Airline. Emirates global network now sees it flying to over 110 destinations across 6 continents, operating a modern fleet of over 150 wide-bodied aircraft. Today the Airline has orders worth over US$ 68 billion for 200 more of the latest aircraft, with plans to operate to many more destinations in the months and years ahead. With our international network constantly expanding and opportunities arising in countries/cities outside of Dubai, we are looking for career motivated individuals to join our operations in their home countries. If you have the talent to support our business, we can offer you a wealth of benefits. The opportunity to work for one of the most prestigious and progressive airlines in the sky, or for a leader in ground handling and passenger service operations in an airport environment. Discover your future!<b> <br /> <br />The Position:</b> </p><ul> <li>Manage the day to day operations of the retail office team and ensure that all customers are provided with excellent customer service. Ensure the retail office team are aware of and work to consistently meet and exceed reservations sales targets. </li><li>Coach, manage, develop and motivate direct reporting agents and Customer Sales and Service Team Leaders. Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management. </li><li>Ensure that sales policies and retail office procedures are clearly understood, applied and adhered to by the team. Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available. </li><li>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. </li><li>Monitor the discipline, grooming and conduct of the team. </li><li>Produce resource plans based on call and walk in customer forecasts. Delegate tasks based on ability of the staff, ensuring a fair and even distribution of work among both the reservations and ticketing teams. </li><li>Analyse service level and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Regularly communicate with sales team, EGHQ departments such as Commercial and Reservations Services and Emirates network of contact centres and retail offices to share knowledge, ideas and best practise. </li><li>Research, promote and implement new program, sales, service and employee satisfaction initiatives in order to achieve contact centre and network revenue, quality and employee satisfaction and attrition targets. </li><li>Implement and maintain retail office standards such as furniture, brochure displays and queuing, reservations and telephony systems. </li><li>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. </li> </ul> <p><b>Salary & Benefits: </b>We offer our employee's competitive remuneration packages, attractive travel benefits, and career development supported by multi-million dollar training facilities in Dubai, and e-Learning programmes for those seeking a long-term future in the Company. <br /> <br /><b>Experience and Qualifications:</b> </p><ul> <li>Vocational or Diploma (12 2 or equivalent) </li><li>Minimum 3 years airline sales and contact centre experience. </li><li>People management, coaching and people development skills. </li><li>Working knowledge of retail office and airline industry procedures and methodology. </li><li>Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems and Emirates products and services. </li><li>Excellent interpersonal, telephone and customer service skills. </li><li>Ability to work in a busy sales team environment. </li><li>PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail. </li> </ul> <p><b>Must have the right to work and live in Vietnam. The company will not provide or assist with obtaining work permits.</b> </p><p><b>To Apply:</b>To express your interest in the above vacancy please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. Please also note that if you are not shortlisted you can also update your application at anytime and apply for other opportunities. Thank you for your interest in a career with the Emirates Group. </p> Please click the Apply now button and search for reference:CS&SO/PI/20078