JOB PURPOSE
Provide comprehensive best in class sales support across all channels and segments to Emirates’ trade partners in order to maximize revenue and achieve commercial targets. Support the sales teams and external customers ensuring that all requests are actioned promptly.
. JOB ACCOUNTABILITIES
General
· Assist to create and maintain customer records, requests and client complaints. Co-ordinate and support the sales team in the selling and marketing of all products through efficient handling of direct mail and tele-sales.
· Compile regular and ad-hoc reports ensuring these are completed accurately and within the stipulated timeframes
· Maintain an effective and efficient records system of all documentation for the sales team. Records should be maintained accurately and should be easily retrievable in order to avoid loss or delays.
· Respond to general queries from external customers and escalate issue to the sales team or Sales Support Team Leader/Manager as appropriate.
· Liase with other departments in terms of getting any required information for accurate and prompt actioning of transactional sales activities thereby reducing the time lag and increasing customer satisfaction.
· Ensure customer satisfaction by solving any problems faced and handling all complaints promptly.
· Support the Sales Support Team Leader / Sales Support Manager with Ad-hoc projects as needed
Agency Support
· Troubleshoot trade partner inquiries, resolve problems, answer contractual queries in order to maximize sales opportunities
· Ensure timely and accurate distribution of fare rules and contracts for all sales channels and accounts. Maintain an understanding for all relevant commercial products outstanding in the marketplace.
· Provide written communication for general commercial correspondence, redirect correspondence to relevant departments and or sales colleagues where appropriate. Prepare and circulate ad hoc commercial and sales advisory notices.
· Obtain approval, keep records and provide stats for ad hoc fare amendments, ad hoc conditions of travel amendments, and other commercial activities(e.g. excess baggage, ticket/fare validity, change of class, switch on sales, skywards status matches, agent AD tickets, special agent fares, chauffeur drive, STPC bookings, expired fare waivers, Marhaba lounge passes, etc.)
· Create reservations, arrange ticketing and fare collection as directed, resolve booking problems.
· Regularly maintain and update salesforce.com. Produce when required commercial reports using Emirates Group’s systems.
· Administer the preparations and organization of Client/Agency familiarization events, co-ordinate with other sponsoring organizations, create reservations and ensure all documentation is available to ensure the event is successful and generates incremental revenue
Groups Support
· Handle all nation-wide business inquiries appropriate for market areas, and respond with quotations and reservations in a timely manner to ensure maximisation of sales.
· Work closely with the sales team in order to actively solicit group business in order to increase this revenue stream both from ad-hoc group requests and group series.
· Build group requests through the GYM Application, create the group contracts and monitor the group movements throughout their whole life-cycle. This includes the modification of group blocks based on required capacity, checking for deposit and cancellation deadlines and ensure full application of all the procedures and guidelines.
· Book special services such as STPC, seat allocations, special service requests meals, group check-in and any other special services that might be applicable.
· Maintain accurate filing system for all groups and ensure that each block is traced and monitored regularly.
· Remain informed of all airline rules and regulations and current affairs. Communicate information to clients accurately and appropriately
· Maintain records of all groups before and after departure, and follow up on any group inquiries until travel is completed. Create and Track Monthly reporting related to the group sales activities and provide periodical reports to the commercial management.
· Co-ordinate with internal departments, i.e. Airports, Reservations Services, EGTIF, Accounting and Revenue Optimisation when needed and build very strong relationships with the local sales teams and Revenue Optimisation department in Dubai.
