Customer Sales

3 weeks ago

Manila, Philippines Emirates Airline Full time

Job Purpose Coach, develop and motivate a team of Customer Sales and Services Agents and Senior Customer Sales and Services Agents to achieve individual, retail office and network targets and commercial objectives. Lead day‑to‑day operations of the team and ensure all customers receive excellent service. Ensure the retail office team consistently meets and exceeds reservations sales targets. Coach, develop, and motivate agents to meet performance standards and maximize productivity. Conduct regular performance management reviews, set objectives and development plans, and provide frequent feedback. Monitor the discipline, grooming, and conduct of the team. Provide on‑job instructions and training to staff and new joiners. Ensure sales policies and retail office procedures are understood, applied, and adhered to. Implement regular quality monitoring for all customer interactions and allocate sufficient coaching time per team member. Perform quality audits with other Customer Sales and Service Team Leaders to achieve global calibration. Delegate tasks based on staff ability, ensuring fair distribution of work. Identify training needs through coaching and quality monitoring, recommend programs, and evaluate training success. Investigate all customer complaints objectively and recommend remedial or corrective actions with team members and management. Measure employee satisfaction and recommend initiatives to improve it. Ensure smooth running of reservations and/or ticketing operations during shift, maintain accurate records of revenue‑accountable documents, and reconcile end‑of‑day banking and bank monies as required. Retail Office Head Manage resource allocation within the retail office. Forecast resource requirements with the Sales Manager and CSSM, and coordinate recruitment campaigns to maintain sufficient resources for customer service, sales, and quality targets. Analyze service level and revenue data to identify operational trends and propose solutions to increase sales, service, and quality. Communicate regularly with Emirates network contact centres and retail offices to share knowledge and best practices. Implement and maintain retail office standards such as furniture, brochure displays, queuing, reservations, and telephony systems. Qualifications & Experience • Airline sales and contact centre experience.• Coaching and people development experience. Knowledge/Skills Working knowledge of retail office and airline industry procedures and methodology. Standard Fares and Ticketing courses, Skywards and MARS reservations systems. Excellent interpersonal, telephone, and customer service skills. Ability to work in a busy sales team environment. Selection skills training. PC skills to operate Windows packages such as Microsoft Word, Excel, and E‑mail. Must have the right to live and work in the Philippines. Salary & benefits: Competitive Salary. #J-18808-Ljbffr

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