Senior Sales Support Assistant at Emirates

To deliver high-quality customer service to the travel trade and airline customers by communicating product information, handling inquiries, and preparing accurate reports. The role contributes directly to achieving the team’s sales targets and annual business objectives.

• Coordinate and support the sales team in selling and marketing all products through efficient handling of direct mail and telesales.
• Prepare regular and ad-hoc reports accurately and within agreed timelines.
• Maintain an effective record-keeping system for all sales documentation, ensuring accuracy and easy retrieval to prevent delays or loss.
• Respond to general customer queries and escalate issues to the Sales Team or Sales Manager when required.
• Liaise with other departments to obtain necessary information, ensuring prompt action on transactional sales activities to reduce delays and enhance customer satisfaction.
• Provide analytical support and reports required by the Sales Team.
• Coordinate with internal and external stakeholders on fare-related activities.

Agency Support:

• Assist trade partners with inquiries, resolve problems, and handle contractual queries to maximize sales opportunities.
• Ensure timely and accurate distribution of fares and contracts across all sales channels and accounts, while maintaining awareness of relevant commercial products in the marketplace.
• Draft and manage commercial correspondence, redirecting inquiries to appropriate colleagues or departments when necessary. Prepare and circulate ad-hoc commercial and sales advisory notices as required.
• Obtain approvals, maintain records, and provide statistics for ad-hoc fare or travel condition amendments, as well as other commercial activities (e.g., excess baggage, ticket/fare validity, class changes, Skywards status matches, chauffeur drive, STPC bookings, expired fare waivers, Marhaba lounge passes, etc.).
• Create reservations, issue tickets, collect fares as directed, and resolve booking-related issues.
• Regularly update Salesforce.com and produce commercial reports using Emirates Group systems.

Group Support

• Manage group sales inquiries and provide quotations and reservations promptly to maximize group revenue.
• Work with the sales team to actively solicit group business, driving revenue growth from both ad-hoc requests and group series.
• Build group requests through the Group Sales Optimiser application, share contracts, and monitor group activity throughout the lifecycle. This includes adjusting group blocks, monitoring deposit and cancellation deadlines, and ensuring compliance with guidelines and procedures.
• Maintain accurate filing systems for all groups and track progress to ensure smooth operations.
• Stay up to date with airline rules, regulations, and industry developments, and communicate relevant information accurately to clients.
• Keep complete records of all groups before and after departure and follow up on inquiries until travel is completed. Prepare monthly reports on group sales activities and submit periodic updates to commercial management.
• Coordinate with internal departments (Airports, Reservation Services, Accounting, and Revenue Optimisation) as needed, while building strong relationships with local sales teams and the Revenue Optimisation department in Dubai.

Education

• College-level education or equivalent. A Diploma/Degree in Travel and Tourism is an advantage.

Experience

• Commercial/Sales: Minimum 3 years’ experience in sales within the airline/travel industry.

Skills & Knowledge

• Airline Commercial/Sales knowledge and experience, including Fares, Ticketing, and Reservations.
• Strong customer service skills.
• Proficient in MS Office packages and GDS systems.
• Excellent written and spoken English communication skills.
• Ability to work under pressure while maintaining a high degree of productivity.
• Ability to work both independently and as part of a team.

Qualification

Education

• 10 years of schooling or equivalent.

Experience

• Customer Service/Customer Relations: Minimum 3 years.
• Preferably, prior 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) such as Galileo or Amadeus.
• Proficiency in MS Office packages.
• Knowledge of world geography.

Please note that you must have the right to live and work in Tanzania 

Salary & benefits

Competitive Salary