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. 

Salary & benefits

• Competitive Salary