At a Glance
- Tasks: Lead customer service at the airport, ensuring smooth ticketing and exceptional support.
- Company: Join Emirates Group, a globally admired airline known for innovation and excellence.
- Benefits: Enjoy competitive salary, bonuses, medical insurance, and discounted travel opportunities.
- Other info: Shift-based role with airport ID requirements; must have right to work in the UK.
- Why this job: Shape customer experiences in a dynamic environment while travelling the world.
- Qualifications: Two years of airport and ticketing experience; customer service skills are a plus.
The predicted salary is between 30000 - 42000 £ per year.
At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better . As one of the most recognised and admired brands globally, we’re driven by innovation, ambition, and excellence. Join a dynamic, fast-paced team where your ideas and relationship-building skills will directly shape employee experience across our global workforce.
In a nutshell
Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximize revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards program. Additionally, provide pro-active support for daily operations as required.
What You\'ll Do
- Ticketing and Reservation - Responsible for understanding the specific travel requirements of individual customers and delivering a smooth and tailored customer service experience. Provide customer with clear options, and accurately handle the system reservations whilst adhering to the policies, calculating fares, and ensuring completion of all documentation. Inform customers on the necessary legal requirements for their journey, including passport, visa, and health requirements.
- Ancillary sales - Increase revenue from ancillary sales by promoting airport upgrades, additional legroom options, and excess baggage services.
- Commercial Emirates Products - Responsible for ensuring comprehensive knowledge of all Commercial products and services available to customers and enhancing their travel experience by promoting offerings under Emirates Commercial products.
- Skywards - Responsible for understanding and effectively communicating the Skywards programme, including its benefits, promotions, scheme rules, and relevance to addressing customer enquiries and encouraging participation. As the local subject matter experts of the Skywards programme conduct regular briefings to various stakeholders to maximise awareness and participation of the programme.
- Sales Administration - Accountable for monitoring and documenting all sales activities on a daily/weekly/monthly/annual basis. Responsibility for ensuring that all money received from cash/point of sales card payments is accurately reconciled. Maintain responsibility for handling and depositing cash in compliance with local regulations, following EK procedures and collaborating with local Finance and Administration Manager.
- Passenger Acceptance - Responsible for monitoring the reservation system, communicating with other departments to ensure smooth handling of special cases (unaccompanied minor, medical etc) and coordinating with wider EKAS team for seamless passenger acceptance, and addressing any issues that may arise in the queue management process.
- Operational disruption - Pro-actively supporting with all operational disruptions, (rebook customers, OAL, assist with coordinating and issuing hotel booking, collaborate with the EKAS team to ensure optimal outcome and customer satisfaction. Manage the denied boarding process, and provider various alternatives solutions as per EK process, including the options scheme as per EK policy and procedures to retain customer confidence and loyalty.
- Airport Operations - Required to support with EKAS operational requirements as and when required, from check in, boarding, lounge, ramp activities as and when required by the Airport Services Manage to maintain service level for customers.
Who You Are
- A natural connector and persuader who enjoys the airport environment and delivering outstanding service
- Experienced in fares & ticketing with evidence of completing ticketing courses
- Have at least two years airport experience
- Have at least two years of ticketing experience
- You can demonstrate ways in which you have driven revenue in an airport environment
- Can speak additional languages
- Have qualifications in customer service environments
- You need to have the unrestricted right to live and work in the UK. Please upload evidence of this to your application.
- This role will require an airport ID, which means you will need to be able to provide us with a 5 year history and pass a DBS check.
- This role is shift based, working 4 on 2 off on a roster pattern.
At Emirates, we believe it is important that we reward our colleagues for helping us to be the largest and one of the most successful airlines in the world. If you become our next Customer Service & Ticketing lead, some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world. #J-18808-Ljbffr
Customer Service & Ticketing Lead in Guildford employer: Emirates
At Emirates Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and excellence. As a Customer Service & Ticketing Lead in Dubai, you'll enjoy competitive salaries, generous benefits including private medical insurance and travel discounts, and opportunities for professional growth within a globally recognised brand. Join us to be part of a dynamic team where your contributions directly enhance the employee experience and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Ticketing Lead in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Emirates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Emirates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Ticketing Lead in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Emirates:Your cover letter is your chance to shine! Tell us why you want to work at Emirates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Emirates!
How to prepare for a job interview at Emirates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
