Senior Customer Sales & Services Agent – Retail

Emirates Group
Karachi
Workplace: OnsiteFull timeFunction: SalesSkills: ["Customer service","Communication","Commercial mindset","Problem-solving","Customer focus"]

Provide high-standard customer service in a retail airline environment, assisting customers with travel plans, issuing and amending tickets, and actively promoting Emirates fares, products, and services. Identify customer needs to create sales opportunities and support revenue growth while meeting quality standards. Support complex bookings and challenging interactions, guide team members, assist travel agents with reservations and special arrangements, and help with daily sales closing, documentation, and retail operations.

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Emirates Group
Emirates Group
1 day ago

Senior Customer Sales & Services Agent – Retail

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide high-standard customer service in a retail airline environment, assisting customers with travel plans, issuing and amending tickets, and actively promoting Emirates fares, products, and services. Identify customer needs to create sales opportunities and support revenue growth while meeting quality standards. Support complex bookings and challenging interactions, guide team members, assist travel agents with reservations and special arrangements, and help with daily sales closing, documentation, and retail operations.
Location: Karachi
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Mid level

Key Responsibilities

  • •Provide high-standard customer service, assist customers with travel plans, and issue and amend tickets.
  • •Identify customer needs, create sales opportunities, and actively promote Emirates fares, products, and services to support revenue growth.
  • •Assist travel agents with bookings, special arrangements, fares, and ticketing formalities, and handle more complex queries and special service requirements.
  • •Serve as a point of reference for complex bookings and challenging customer interactions, supporting and guiding other team members.
  • •Support daily sales closing and banking, maintain required documentation and promotional material, and contribute to smooth retail operations.

Key Requirements

  • •At least GCSE or A Level education (or equivalent) with relevant experience in a contact centre, reservations office, airline, or travel industry environment.
  • •Strong knowledge of fares and ticketing, reservations systems, Skywards, and travel industry procedures.
  • •Good communication, customer service, and PC skills.
  • •Fluency in additional languages is an advantage.
  • •Ability to take on a senior role in a dynamic retail environment, combining customer service and sales confidence.
Experience:AirlineTravelReservationsContact centre
Skills:Customer serviceCommunicationCommercial mindsetProblem-solvingCustomer focus
Tech Stack:SkywardsReservations systemsTicketing

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn