Emirates
Senior Customer Sales & Service Agent - London
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Job Purpose
At Emirates, we connect people, places, and economies through our global hub in Dubai, helping our customers always “Fly Better”. As a globally admired brand renowned for world-class service, Emirates is seeking a Senior Customer Sales & Service Agent to join our team at the Emirates World Store in London, our flagship travel store and customer experience destination in the heart of South Kensington. This unique space combines innovative technology, immersive travel experiences and personalised service, bringing Emirates' signature hospitality to life on the ground.
Our team works in a contemporary lounge-style environment surrounded by iconic Emirates experiences, including a First Class Private Suite, a full-sized A380 Onboard Lounge, and our award-winning Premium Economy cabin seat. As part of our expert team, you will inspire customers, create memorable travel experiences, and represent one of the world's most recognised airline brands in a setting that reflects the innovation, prestige, and excellence synonymous with Emirates.
What will I be doing?
You will be responsible for delivering exceptional customer service while driving sales and revenue growth for Emirates. The role involves assisting customers with travel enquiries, ticket sales, reservations, and travel-related services, ensuring all bookings comply with airline policies and regulatory requirements. The successful candidate will proactively promote Emirates products and services, including Skywards, upgrades, stopovers, and holiday packages, while identifying opportunities to enhance the customer experience and maximise revenue. In addition, they will support administrative and ticketing functions, maintain accurate records, contribute ideas for service improvements, and assist the Customer Sales & Service Team Leader in the day-to-day operation of the London store.
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Key Responsibilities
- Deliver outstanding customer service across all customer interactions.
- Provide ticketing and administrative support to commercial and internal stakeholders.
- Maintain accurate records, reports, and sales documentation.
- Support operational activities, including end-of-day sales reconciliation and deputising for the Team Leader when required.
- Contribute ideas to improve customer service, operational efficiency, and revenue generation.
Qualification
In order to be considered for this role, the essential things we need from you are:
- Customer-focused and commercially minded professional with a minimum of two years’ experience in the airline or travel industry.
- Strong knowledge of reservations, ticketing, fares, and airline procedures.
- Experience working in a fast-paced sales and customer service environment.
- Working knowledge of Emirates systems such as Skywards and ResConnect would be an advantage.
- Excellent communication, customer service, and interpersonal skills.
- Strong organisational skills with the ability to manage multiple priorities and perform under pressure.
- Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
- Fluent in written and spoken English.
- Good secondary education or equivalent qualification.
- The unrestricted right to live and work in the UK and the ability to work in our customer-facing office 5 days per week.
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Your application will really stand out to us if you:
- Sell Emirates flights and promote ancillary products and services.
- Handle ticketing, reservations, travel documentation, and regulatory requirements.
- Support sales growth by identifying upselling and cross-selling opportunities.
- Manage leisure travel enquiries and holiday bookings through Emirates Holidays.
- Have other language skills.
Salary & benefits
Competitive
What's in it for me?
At Emirates, you’ll be part of one of the world’s most recognised aviation brands, working with advanced aircraft, global teams, and an operation built around excellence. We invest in our people and offer a reward package designed to recognise your contribution, support your wellbeing, and give you access to benefits that go far beyond the workplace.
Your Benefits Will Include
- A guaranteed one-week salary bonus every November, increasing to two weeks after five years’ service.
- Comprehensive private healthcare for you, your spouse, and up to two dependent children.
- An annual health cash plan to help with everyday health and wellbeing costs.
- A generous pension scheme, with employer contributions of up to 9%.
- Enhanced annual leave, rising to 26 days plus bank holidays.
- Staff travel benefits from day one, opening up access to Emirates’ global flight and hotel network.
- An Emirates Platinum Card, giving you exclusive discounts and lifestyle offers across the UAE and beyond.
- The opportunity to share in Emirates’ success through our non-contractual profit share plan.
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