CUSTOMER SALES & SERVICE TEAM LEADER -MALAYSIA – Emirates

Posted on
  • Location:Kuala Lumpur, Kuala Lumpur, Malaysia
  • Firm:Emirates
  • Sort:Full Time
  • Profession Stage:Affiliate
  • Expertise:3 Yr
  • Gender:No Choice
  • Diploma:Graduate / Beneath Graduate

Job Description

Coach, develop and encourage a staff of Buyer Gross sales and Providers Brokers and Senior Buyer Gross sales and Providers to attain particular person, retail workplace and community targets and Business targets.

 Job Define:

  • Lead the each day operations of the staff and make sure that all clients are supplied with glorious customer support. Make sure the retail workplace staff are conscious of and work to persistently meet and exceed reservations gross sales targets.
  • Coach, develop, and encourage a staff of brokers throughout the retail workplace. Be certain that staff and particular person efficiency is on the required commonplace and maximise the productiveness of every particular person member. Conduct common efficiency administration critiques making certain that targets and growth plans are clearly set out and supply common suggestions to staff members and administration.
  • Monitor the self-discipline, grooming and conduct of the staff. Present crucial on job directions and coaching to workers and new joiners. Be certain that gross sales insurance policies and retail workplace procedures are clearly understood, utilized and adhered to by the staff. Conduct common staff briefings to make sure that the staff is conscious of latest merchandise, insurance policies and procedures as and when they’re launched.
  • Guarantee common high quality monitoring for all buyer interactions is scheduled and adequate teaching time allotted with every staff member. Carry out common high quality audits with different Buyer Gross sales and Service Group Leaders each inside personal retail workplace and community vast to make sure calibration of high quality commonplace is achieved globally.
  • Delegate duties based mostly on means of the workers, making certain every time attainable a good and even distribution of labor among the many staff. Via teaching and high quality monitoring determine staff and particular person coaching wants and suggest acceptable coaching applications. Be certain that the coaching delivered to the staff is implement and suggestions given on this system success.
  • Be certain that all buyer complaints obtained are objectively investigated and liaise with staff members and administration to suggest remedial/corrective motion.
  • Measure worker satisfaction and suggest initiatives to extend.
  • Guarantee easy working of reservations and/or ticketing operation when on shift. Management and preserve data for all income accountable paperwork similar to tickets and MCOs making certain that utilization is monitored as a way to present crucial accounts on the finish of the day/shift. Put together and reconcile finish of day banking and financial institution monies as acceptable.

– Retail Workplace Head

  • Handle allocation of useful resource throughout the retail workplace. Work with the Gross sales Supervisor and CSSM to forecast useful resource necessities and make sure that recruitment campaigns are carried out to make sure that adequate assets are in place to attain retail workplace customer support, gross sales and high quality targets.
  • Analyse service degree and income information to find out operational tendencies and supply options to extend gross sales, service and high quality. Recurrently talk with Emirates community of contact centres and retail workplaces to share information, concepts and greatest practise.
  • Implement and preserve retail workplace requirements similar to furnishings, brochure shows and queuing, reservations and telephony methods.

{Qualifications} &; Expertise

  • Business/Gross sales.Different : 3+ Years
  • Vocational or Diploma (12+2 or equal) :
  • Airline gross sales and make contact with centre expertise. Teaching and other people growth. Information/abilities: Working information of retail workplace and airline trade procedures and methodology. Commonplace Fares and Ticketing programs, Skywards and MARS reservations methods. Wonderful interpersonal, phone and customer support abilities. Skill to work in a busy gross sales staff setting. Choice abilities coaching. PC based mostly abilities to function Home windows bundle similar to Microsoft Phrase/ Excel/ E-mail.

web site www.emirates.com/careers

Wage &; Advantages

Be a part of our rising staff and luxuriate in a aggressive remuneration bundle, reductions on flights and resort stays. Discover out extra about working with us in our web site www.emirates.com/

Leave a Reply