Senior Customer Sales and Service Consultant - SkyCargo

Established in 1985 as the airfreight division of Emirates, Emirates SkyCargo is the largest international cargo airline in the world! We are looking for supply chain and logistics professionals ready to support Emirates SkyCargo as our organisation continuously increases it's cargo capacity and develops specialised products to meet the growing needs of customers.

As a Senior Customer Sales and Service Consultant in the SkyCargo team, you will be responsible for delivering exceptional customer service aligned with Emirates standards and KPI by handling complex inbound and outbound customer interactions across phone, email, chat, and social media channels. Support revenue generation resolves escalated queries efficiently and contributes to team performance and service continuity.

01In this role, you will

• Provide exceptional, personalised customer service by delivering accurate information and actively promoting relevant Emirates products and services across all communication channels.
• Actively drive revenue growth by upselling and cross-selling, presenting customers with a range of products and services aligned with their needs and value expectations.
• Ensure full compliance with applicable policies, procedures and regulatory requirements while meeting customer expectations.
• Maintain up-to-date knowledge of Emirates products, services and systems, and proactively identify and share opportunities for system, process and service enhancements.
• Proactively contribute ideas and recommendations to enhance service quality, operational efficiency, revenue performance and overall customer experience.
• Support the Customer Sales and Service Team Leader by deputising as required, providing on-the-job guidance and coaching team members to support performance and development.
• Take on additional operational responsibilities, as required, to support business needs, service continuity and team effectiveness.

02To be considered for this role, you must meet the below requirements

• Hold a High school Diploma or equivalent to 12 years of schooling.
• Have 3+ years of experience in a customer service or call centre environment, with at least 1 year of experience in a contact centre or reservations service environment within an airline industry.

03You will have an edge if you

• Possess familiarity with customer loyalty programs, reservation and booking systems, and customer relationship management (CRM) platforms.
• Possess knowledge of back office/contact centre and airline industry procedures and methodology.
• Excellent communication skills in written, verbal and interpersonal with strong customer service.
• Ability to work in rotational shifts within a fast-paced, high-volume environment. 
• Proficient in using Windows applications, including Microsoft Word and Excel.

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. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!