Customer Support Executive - The Emirates Group

Job Purpose: CUSTOMER SUPPORT EXECUTIVE JOB PURPOSE - To provide efficient and effective assistance to customers in resolving their issues or addressing their needs with EmQuest products and services. This involves interacting with customers through various channels such as phone, email, on-site assistance, offer guidance, troubleshoot, onsite training and support in liaison with team members and clients. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS Plan - Documenting and Updating Customer Records: Responsible for accurately documenting customer interactions, inquiries, and resolutions into the database. They need to ensure that customer records are up to date, well-organized, and easily accessible for future reference or follow-up. Deploy - On-Site Assistance: Accountable for providing on-site assistance to customers, thereby helping in generation of business for EmQuest GDS. They need to be knowledgeable and skilled in troubleshooting and resolving technical issues effectively. This includes involving relevant stakeholders. Lead - Resolve customer issues effectively and efficiently. They may need to troubleshoot problems, coordinate with other departments or teams, and follow established protocols or procedures and make recommendations to ensure timely resolution, escalate to line manager as required. Execute - Responsible for addressing customer inquiries, concerns, or complaints relating to product and operations within the SLAs, with minimal supervision. This involves actively listening to customers, understanding their needs, and providing accurate and helpful information or solutions. - Play a crucial role in maintaining high levels of customer satisfaction. They are accountable for ensuring that customers feel valued, respected, and supported throughout their interactions. This may involve empathizing with customers, showing patience, and going the extra mile to exceed their expectations. Building lasting relationships with customers and internal stakeholder based on trust and reliability. - Must follow department policies, guidelines, and standard operating procedures. This includes maintaining confidentiality, adhering to quality standards, and complying with regulatory requirements.- Collaborate effectively with colleagues, share knowledge, and seek assistance or guidance when needed. Teamwork is essential for providing consistent and cohesive customer support Continuously improve their skills and knowledge of the business. - They should actively seek feedback, participate in training programs, surveys and stay updated on product or service changes. - Taking initiatives to enhance their customer service skills is an important accountability.

Qualifications & Experience: 3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: Degree or Honours (12+3 or equivalent) Experience : Commercial/Sales.Other 5+ Years Knowledge/Skills: Experience in a customer support or in a similar role. Knowledge/skills: - Excellent communication skills, both written and verbal. - Strong problem-solving and time management skills. - Competence and ability to deal on the phone and face to face callers of any social and commercial standing. - Well versed and knowledgeable on all Sabre products - Willingness to work outside office hours, travel away from home and contribute to all aspects of the departments activities. Other languages besides English: Safety Sensitive Role: No Delivering Engaging Others Drive

Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.