CUSTOMER SALES & SERVICE AGENT I – MUMBAI
Job Purpose
Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service.
Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.
Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.
Qualifications & Experience
12th Grade or equivalent
Standard Fares and ticketing courses
1+ years experience
Excellent interpersonal, telephone and customer service skills.
Ability to work in shifts and manage a busy sales team environment.
PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail.
Knowledge of contact centre and airline industry procedures and methodology.
Senior Cargo Handling Assistant – EK SkyCargo – RFS – 240001FC
Job Purpose
Enhance the quality control measures in Cargo Products and solutions by constant monitoring of performance and analysis of service failures. Provide regular feedback to the Officers and assist them in reviewing and implementing enhanced procedures. Responsible for Truck Load Planning, schedule maintenance, communication for truck order and order fulfilment as per day to day operational requirements.
Job Responsibilities
- Take stock of contractual commitments for all courier, , express and other priority products and solutions in t terms of space allocation, acceptance and delivery and regularly review the actual performance against the commitment.
- Liaise closely with Capcon for space confirmation by reviewing the utilisation against the blocked space and review the requests for new allocation.
- Disseminate relevant information regarding the changes in allocation, policies and procedures to all the operational sections such as Hub ops, Ground services and , EHC(Express Handling Centre), Frequently visit all the operational areas at the hub to closely monitor the movement of courier and priority products and identify specific service requirements such as bags requiring quick ramp transfer, speedy transfer to Courier facilities and ensure these services are carried out regularly. Keep Cargo Controllers and Duty Managers updated on any deviations.
- Assist in organising periodic customer liaison meetings with major courier companies identify issues and business opportunities and follow up to improve revenue generation.
- Prepare various statistical reports indicating revenue performance, and analyse variations and update officers and line Manager. Implement recommendations to improve performance and service levels.\
- Coordinate with internal departments such as Revenue accounts, credit control in order to assist stations to resolve issues such as under collections and tariff clarifications.
- Assist the Manager and Cargo Officers in collecting information for the preparation of the annual budget for, courier and priority products.
- Maintain a proper filing system for quick recovery for audit or any other reference purpose.
- Maintain a detailed record of service recovery expenditure and claims for the courier and express products for expense budget planning.
- Review the daily CLS (Cargo Load Summary) reports with regard to sector yields of all products and analyse variations if any and take corrective measures liaising with Pricing.
RFS Specific
- Assume full control of truck planning, ordering and coordination with service providers, stations, Capcon and Contact Centre teams on truck requirements throughout the Network
- Responsible for facilitation of truck ordering sequence through STAR and route and truck optimization and ensuring that flight milestones (e.g. MAN, DEP, ARR) are achieved in a timely manner and shipment level DAP milestone is achieved.
- Maintain live updates of truck movements and dispatch readily available for operations inquiry while continuously communicating with service for dispatch of capacity and uplift of cargo from offline or online station.
- Exception Management (delays, accidents) etc. and import truck finalisation
- Escalate issues to Shift Supervisor and assist in resolution of the same.
Qualifications & Experience
Qualifications/Knowledge/Skills
Qualifications:
- 10 yrs schooling or equivalent Experience:
- Logistics/Cargo
Knowledge/skills:
- Good knowledge of cargo operations and/or sales.
- Computer literacy, good interpersonal and communications skills.
- Strong analytical skills
- Have a good understanding of road feeder services business, including international and cross-border rules within different parts of the world.
- Thorough knowledge of SkyChain functionalities and flight manifesting and updating functionalities.
- Preferable experience in truck planning & ordering.
- Need to have strong communication skills both written and spoken.
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.
Customer Service Agent
Abu Dhabi
Job Description
We are hiring a Customer Service Agent to provide excellent experience to Etihad Crew members and other uniform entitlement holders. Responsible for system and physical transactions related to receipt and issuance in our Uniform Stores and timely delivery of Uniforms to crew members. Also accountable for providing all required documentation for Internal, External and Government Auditors, Finance etc. for stock reconciliation purposes related to Uniform receipt and issuance.
Accountabilities
1 Front desk contact point to manage Etihad uniform entitlement holders queries related to their entitlement, assist in briefing the Uniform Retail store policies and procedures and expectations from the users to simplify the uniform issuance process.
2 Make sure that proper issuance of documents available prior to the issuance of Uniform to Uniform entitlement holders. All the documentation made available for audit purposes.
3 Assist in issuing suitable uniform to the entitlement holders, co-ordinate with tailors for any amendments required and get acknowledgement from the entitlement holder upon issuance of the uniform.
4 Strict implementation of FIFO at all times while taking out stocks from the bin. Monitor old stock items and communicate to the Uniform Stores Manager and make follow-up on it to make sure such items are utilized prior to its quality deteriorates.
5 Control the stock item distribution depending on the stock availability and fair distribution to various internal customers and outstations. Monitor out of stock situation and advise diminishing stock levels to Uniform Stores Manager to maintain safe inventory levels across SKU’s.
6 Monitor all movement of internal staff, Crew members, and 3rd party (outsourced) staff, external organizational visitor in accordance with company policy and regulations.
7 Facilitate & participate in random stock-count by ensuring all SKU’s are tagged in the Uniform Stores.
8 Maximize the utilization of available storage facility in Uniform retail Stores. No stocks are left on the Uniform retail Stores floor to allow uninterrupted movement of handling equipments within the storage areas and between the shelves.
9 Ensure at all returned Crew Uniform with Etihad brand signs are properly disposed off under safe environment and fullest adherence to the safety and security, Systems and procedure of the organization.
10 Ensure highest housekeeping standards are met within the Etihad Uniform Retail stores, Customer receiving area, fitting room and all areas of the Uniform Stores.
Education & Experience
Qualification & Education:
- Minimum Degree level education is required.
Experience:
- Must have excellent Customer Service capabilities gained over a period of not less than 05 years, preferably with a proven track of success in Airline Uniform Stores Management or Branded Retail Stores and Distribution Management.
Training & Knowledge:
- Excellent written and verbal communication in English is required. Knowledge in multi-linguistic skills is an added advantage.
- High computer literacy is required with Oracle or SAP working knowledge will always preferred. Capable in interacting with Senior Manager level.
- Fire, Health and Safety Training, Excellent Customer service levels.
F&B Host/Hostess – Qatar Duty Free
Qatar Duty Free is hiring for a Doha based role – Host/ Hostess located in Hamad International Airport.
You will be responsible to deliver exceptional service by greeting arriving guests and ensuring a positive first impression of the establishment as guests enter the restaurant. Responsible for welcoming guests and efficiently managing timely seating to their respective tables.
Operational accountabilities include:
- Welcome, greet and seat guests, and present the menus to guests with a positive approach and a smile, and always maintain positive body language. Treat all guests in a professional manner to ensure complete guest satisfaction; always strive to exceed guests’ expectations.
- Take guest information and inform waiting times to guests accurately when tables are not immediately available.
- Handle the table bookings, arrange dining reservations for guests in advance and as they arrive at the restaurant, escorting guests to their tables, monitoring the open dining sections of the restaurant for empty and cleaned tables for guest reservation.
- Regularly check reservation list, coordinate with service associate and kitchen staff for necessary preparation of guest arrival.
- Inspect and maintain the dining facilities to ensure dining area are cleaned at all the times.
- Collect comment cards from the guest and compile all feedback for management attention and action for future improvement.
- Answer the phone and answer question concerning the menu and restaurant, ensuring all queries are answered timely and accurately.
- Check the menu appearance regularly to ensure all menus are updated and presentable as per company standard.
- Observe tables and keep track of clean, dirty and occupied tables. Be available for Guests at all times as a point of contact.
- Maintain up to date knowledge of the airport facilities, services and respond to guest queries accordingly.
- Maintain effective communication with all related departments to ensure a smooth service delivery.
- Interact with guests as they arrive and as they leave the restaurant to ensure positive dining experience.
- Offer consistently professional, friendly, warm and engaging service.
- Adhere to highest grooming and appearance standards at all times.
- Comply with health and safety policies and procedures Accept and fill in take away orders, if applicable.
- Perform other department duties related to his/her position as directed by the Head of the Department.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.
Join us as we dare to achieve what’s never been done before.
Qualifications
The successful candidate will have the following qualifications and skills:
- Minimum Highschool Qualification with minimum 2 years Job Related experience
- Preferably previous experience in similar role
- Ability to listen and respond to demanding guest needs
- Ability to work in a busy environment under pressure
- Ability to work well in a team
- Be able to stand for long period of time
- Responsible for incoming and passing by guest
- Ability to handle multiple tasks, prioritize and work in a busy environment under pressure Preferred.
https://careers.qatarairways.com/global/en/apply?jobSeqNo=QAAIGLOBAL210364EXTERNALENGLOBAL&step=2
Senior Officer – Inflight Hospitality – 24000365
United Arab Emirates
KEY RESPONSIBILITIES
- Designs detailed service procedures including ancillary related processes, ensuring compliance with safety and security standards while delivering desired customer experience propositions.
- Evaluates service design and product concepts from Inflight Experience teams to enhance service offerings.
- Manages service development projects, and refines current procedures to ensure operational feasibility, efficiency, safety for crew and customers, and compliance with regulatory standards.
- Manages and maintains all service manuals, matrixes, and crew reference materials (digital and static platforms), ensuring effective communication of procedure changes to cabin crew, cabin crew training team and stakeholders.
- Designs efficient and cost-effective onboard logistics, including GLP/ELP and equipment definition, for both standard and VIP charter operations.
- Develops mechanisms to measure the quality of flydubai’s Inflight Hospitality.
- Analyses data from Customer Experience teams, cabin crew surveys, flight reports, and onboard audits to identify trends and needs for enhancing onboard products, service procedures, and customer/employee User Experience (UX).
- Ensures that service procedures are comprehended, consistently executed, and continuously enhanced, taking corrective measures when service delivery expectations are not fulfilled.
- Leads inflight service/product trials, organizes end-to-end co-creation workshops, and supports various service development initiatives by collaborating with Cabin Safety & Standards, Cabin Crew Operations, Cabin Crew Training, and Catering to ensure the effective onboard integration of new/modified service procedures, products, and digital solutions such as IFE UX and POS devices.
- Oversees the recruitment and management of working groups, including crew volunteers or seconded crew, to support the continuous inflight audit and service taskforces, ensuring feasibility testing for service modifications and driving continuous enhancements to onboard service delivery.
- Leads and actively engages in projects or development working groups aimed at facilitating the introduction of new aircraft, routes, services, or products.
- Maintains a valid flying license to conduct routine onboard service audits or flights, ensuring a comprehensive understanding of operational practices.
Qualifications
QUALIFICATIONS REQUIRED
Minimum Education Level- · Bachelor’s Degree (3+ years)
- Licenses (if applicable)
- · GCAA Flying License
- Languages
- · Fluent in English
EXPERIENCE REQUIRED
Years with Qualifications
· 5
Professional Experience
· Minimum 5 years’ experience as cabin crew, with at least 3 years’ experience in either inflight service design or hospitality management.
Systems Knowledge (if applicable)
· Microsoft office suite.
https://careers.flydubai.com/search-and-apply/
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