Reporting to the Reservation/Sales Officer, you will role model great sales & service to our Travel Consultants and share both your experience and knowledge with your colleagues. As a Supervisor you will provide support to our Officers, with the successful day-to-day running of their departments, supporting our Travel Consultants, ensuring that they understand and meet expectations, answering their questions regarding best practices or challenging situations, as well as, providing them with ongoing on-the-job coaching, whilst equally taking on relevant travel consultant responsibilities.Job Outline:

• GENERIC

- As the on-shift duty supervisor, provide first line escalation support for our team of Travel Consultants.
- Deliver on all KPIs, including both sales and service, minimum sales conversion, Customer Satisfaction Score (CSAT) & Net Promotor Score (NPS) feedback.
- Conduct regular quality evaluations on all team members, giving constructive feedback to aid their development, and to ensure ongoing improvement of our service levels.
- Ensure that all forms of contact with customers is completed in a timely fashion, in line with our agreed service level agreements (SLAs), and on brand.
- Build and maintain valuable relationships across Emirates Holidays, our group & third-party suppliers.
- Play a key role in the wider global operations team, providing duty supervisor cover as and when required to ensure smooth running of the team when on shift. Provide support to the wider team, where appropriate, to support our customers.
- Play a leading role in the roll-out and delivery of any new systems or processes.

• SPECIFIC

Sales & Service Supervisor
- Ensure PCI compliance is strictly adhered to across the wider contact centre, reporting any concerns to the management.
- Collate, and share all relevant trading feedback with the operations officer/manager

• Retail stores Supervisor

- Ensure that the teams are adherent to the EK `Taking Centre Stage\' uniform guidelines.
- Collate, and share all relevant trading feedback with the operations officer/manager

• Customer Fulfilment Supervisor

- Support the Reservations Officer with any bespoke or ad-hoc reconciliation tasks, to ensure effective reporting and compliance.
- Act as first line escalation for any complex ticketing queries, or questions, ensuring these are resolved efficiently
- In the event of disruption, take responsibility for providing the business with accurate reporting i.e. impacted bookings lists/manifests

• Customer Relations Supervisor

- Take ownership for Skywards Gold and above feedback & complaints, ensuring that these are handled in line with the agreed SLAs.
- Highlight any escalated complaints to the Customer Relations Officer/Manager, to prevent any reputational or financial impact.
- Handle all legal, arbitration and data privacy matters with the required stakeholders, keeping senior management well informed.

• Dubai In-Resort Concierge Supervisor

- Support the customer relations team with the handling of in-resort complaints, by visiting in-house guests at our partner hotels, to understand and resolve their concerns
- Drive in-resort excursion sales, by regularly communicating with the team, identifying sales barriers, and conducting regular refresher training.
- Ensure that the teams are adherent to the EK `Taking Centre Stage uniform guidelines, and minimum service standards.

• Non-Voice Supervisor

- Ensure that emails, live chat & WhatsApp messaging are all in line with our agreed service standards & SLAs.
- Support the team, enabling them to offer a first-call resolution to all queries received.
- Ensure the teams proactively engage with customers, identifying opportunities to reach out and ask the right questions, as well as upselling and cross selling our range of products & services.

• VIP Supervisor

- Ensure that all VIP queries are responded to in line with our policies & procedures.
- Collaborate with the EKH & iO operations manager, to ensure that all elite tier members receive an unparalleled service at all times.
- Ensure that the team conduct thorough quality checks on bookings throughout the various stages of the customer journey, and effectively communicate with our third-party suppliers.Commercial/Sales/Other :12 Years schooling or equivalent :Experience in Commercial/Sales/Tours - 4+ yearsJoin 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 whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Emirates Holidays