Senior Sales Support Assistant at Emirates

Job Purpose

Provide comprehensive best in class sales support across all channels and segments to Emirates trade partners in order to maximize revenue and achieve commercial targets Support the sales teams and external customers ensuring that all requests are actioned promptly.

• Create, update, and maintain customer and agency records accurately.
• Handle general trade partner and customer enquiries, ensuring prompt resolution or escalation when required.
• Receive, investigate, and resolve client complaints to ensure high levels of customer satisfaction.
• Liaise with internal departments to obtain required information for timely and accurate sales support.
• Ensure all transactional sales activities are processed efficiently to minimise delays and enhance service delivery.
• Coordinate and support Sales Teams in selling and marketing Emirates products through efficient handling of direct mail, telesales, and correspondence.
• Compile regular and ad-hoc sales and commercial reports accurately and within stipulated deadlines.
• Maintain a structured and retrievable filing system for all sales documentation to avoid delays or data loss.
• Regularly update and maintain records on Salesforce.com and other Emirates Group systems.
• Support the Sales Support Team Leader / Sales Support Manager with ad-hoc tasks and projects as required.
• Troubleshoot trade partner issues and resolve contractual and operational queries to maximise sales opportunities.
• Ensure timely and accurate distribution of fare rules, contracts, and commercial communications across all sales channels.
• Maintain a strong understanding of all Emirates commercial products and initiatives in the market.
• Prepare, circulate, and track commercial and sales advisory notices with appropriate approvals and documentation.
• Obtain approvals, maintain records, and provide statistics for ad-hoc commercial activities, including:
  • Fare amendments and waivers
  • Conditions of carriage amendments
  • Excess baggage approvals
• Ticket validity changes and class switches
• Skywards status matches
• Agent AD tickets and special agent fares
• Chauffeur Drive, STPC bookings, Marhaba lounge passes, etc.
• Create reservations, arrange ticketing, and ensure fare collection as instructed.
• Resolve booking discrepancies and operational issues efficiently.
• Handle nationwide group business enquiries and provide quotations and reservations within agreed timelines.
• Work closely with Sales Teams to actively solicit and support group business, including ad-hoc and series groups.
• Build and manage group requests using the GYM Application, including:
  • Creating group contracts
  • Monitoring group blocks throughout the full lifecycle
• Managing deposits, cancellations, and capacity adjustments
• Ensure compliance with all group procedures, policies, and guidelines.
• Book and coordinate special group services such as STPC, seat allocations, meals, SSRs, and group check-in.
• Maintain accurate group records before, during, and after travel, and follow up on post-departure activities.
• Produce monthly and periodic group sales performance reports for Commercial Management.
• Administer and coordinate client and agency familiarisation events.
• Liaise with internal and external stakeholders to ensure all logistical arrangements, reservations, and documentation are in place.
• Ensure events are executed smoothly and contribute to incremental revenue generation.
• Coordinate with internal departments including Airports, Reservations Services, EGTIF, Accounting, and Revenue Optimisation.
• Build strong working relationships with local Sales Teams and the Revenue Optimisation department in Dubai.
• Remain updated on airline policies, procedures, industry regulations, and market developments.
• Communicate accurate and timely information to clients and stakeholders.

Qualification:

• 10 years schooling or equivalent

Experience

• Customer Service/Customer Relations 3+ years
• Preferable work experience in an Airline or Travel Agency

Skills:

• Basic fares and ticketing qualification from a recognised institute or airline.
• Knowledge of fare construction and ticketing with an understanding of Computerised Reservation Systems (CRS)/MARS/Galileo/Sabre.
• Knowledge of MS Office packages.
• Knowledge of world geography.

Must have the right to live & work in Nigeria.