Job Description

JOB PURPOSE

The Sales Support Officer will provide and maintain a comprehensive support system for the department ensuring professional services are rendered in order to achieve sales targets. They will undertake a variety of special projects, involving internal and external research and liaison, on behalf of and within guidelines provided by the department head. The role holder is expected to ensure service quality levels with customers (internal and external) are maintained to ensure measurable customer satisfaction and ensuring the delivery of all projects/ work assignments in an efficient manner.

2. GENERIC JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

• Collectively work towards achieving the annual departmental targets by working closely with the department head and Sales/Support Managers, and making use of a wide range of sales opportunities in the market in coordination with other relevant departments.

1. Plan and organise workflow, assign tasks, delegate responsibilities, set operational priorities and ensure that workload is distributed in a manner that will improve productivity.

• Identify trends in product and service flaws uncovered during investigations and advise the line manager so that relevant amendments/enhancements/improvements are made to products and service thereby avoiding recurrence of customer complaints.
• Promptly and courteously handles all incoming correspondence within the agreed service levels including telephone calls, emails from the travel trade/corporate and government accounts, keeping in mind at all times to convert queries into firm business commitment.

1. Enquiries to be followed up and monitored to ensure that issues are dealt with within the agreed SLAs.

• Monitor, control and interpret all relevant administration documentation to ensure correct policy, standards and procedures are being applied and adhered to. Ensure relevant information is communicated to the required stakeholders and other sections as required. Maintain a prompt system for acceptance and
• delivery of admin documents.

1. Manage the efficient maintenance of personnel systems and records for all staff in the department, such as Leave planning, sickness, industrial injury, promotion, performance feedback, disciplinary action, appreciations and mabrouks, attendance exception reporting, performance exception reporting etc.

SPECIFIC JOB ACCOUNTABILITIES

• Undertakes a variety of special projects, involving internal and external research and liaison, on behalf of and within guidelines provided by the department head in relation to revenue, targets sales support and competitor information.
• Provide support to all the Travel Agents, commercial houses and individual clients by resolving a wide range of issues in a timely and accurate manner in order to support operations and minimize official complaints by the customer. Resolve complaints by assessing appropriate solutions and offering those before they become bigger issues.
• Support Sales Managers by giving personalised attention to major commercial clients and top productive travel agents by attending to their specific requirement and enquiries to encourage repeat business.
• Collaborate with HR-National Development and Recruitment with logistic arrangements for Commercial Trainees and new joiners, facilitating the presentations, training plan and ensuring end to end process is complete. For example, joining formalities, P2Ps, raising and following up on ITSRs, airport passes, parking passes, duty travel requests and claims, attendance, business cards, etc.
• Manage the office and be fully conversant with the activities of the Department in order to liaise with, on behalf of the department head, with various stakeholders.
• Engage with Finance and other stakeholders in relation to invoicing and accounting matters of the Department. Assists with the preparation of the Department’s budgets, arranging for vetting, approving
• payment and receipt of all bills. E.g. Corporate Finance

Qualifications & Experience

MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS

Qualifications:

• An IATA /UFTAA advanced course in fares and ticketing.
• Previous commercial or marketing would be advantageous.
• Experience:
• 3 – 5 years In the Airline Industry in the field of fares, ticketing and reservations OR Airline Sales and Marketing.

Knowledge/skills:

• In leading teams involved in Tele Sales/Tele Marketing would be an advantage.
• Knowledge of MARS/Galileo/Sabre, CRS systems and knowledge of MS Word/Excel and
• other PC systems.
• In depth knowledge of travel and Geography.

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Skills Required

• IATA