General Requirements:
- A high school diploma or equivalent.
- Experience is required.
- Proficiency in Microsoft Office applications.
EXECUTIVE SECRETARY
Job Purpose
Responsible for providing comprehensive, high level and confidential secretarial and admin support to the manager/s based in the country/station.
Job Outline:
- Be fully conversant with the activities of the dept/section in order to liaise with, on behalf of the manager/s with senior section heads both internally and externally.
- Manage the diary of the manager/s, including scheduling appointments, travel arrangement and accommodation as necessary. Regularly monitor the daily schedule of the manager/s and provide in advance the required information/documentation for meetings/appointments by co-ordinating with sources within the company and externally. Alert the manager/s of any last minute reschedules or cancellations.
- Receive and screen incoming call and mail, action responses or re-direct as necessary to the appropriate individuals to obtain additional information prior to presenting to the manager/s.
- Manage and maintain a proper paper based or electronic filing system that is easily accessible by the manager/s or the team.
- Manage and monitor the department/section attendance and leave records, overtime claims and verify such claims where necessary obtaining the required approvals to facilitate payroll processing through the finance team.
- Where necessary manage petty cash accounts by verifying authenticity of claims ensuring figures are accurately recorded. Control and handle cash transactions to bring accounts to balance.
- Undertake and support the manager/s or the team in a variety of special projects involving internal and external parties including researching activities involved with the project. Assist with the preparation of the department/section budgets.
- Where required handle the invoicing and accounting matters of the Department. Arranges for vetting, approval, payment and receipt of all bills.
- Responsibility for the acquisition, maintenance and replacement of office assets and equipment. Be the central point for ordering and restocking stationery and regular kitchen items ensuring the dept / section is within budget.
Qualifications & Experience
Administration General administration :
12 Years schooling or equivalent :
Minimum A level or HSC qualification with a preferred secretarial qualification and a minimum of 4 years experience in a secretary/administrative capacity in a medium or large size company.
Fully competent in MS Office applications. Fluency in spoken and written English, pleasant telephone etiquettes and the ability to prioritise work.
Skills:
- Interpersonal Skills: Strong ability to interact positively and collaboratively with colleagues and guests.
- Time Management: Ability to prioritize a heavy workload, meet deadlines, and manage multiple tasks efficiently.
- Confidentiality: Appreciation for handling confidential matters with discretion and professionalism.
- Proactive Attitude: Solutions-focused mindset with a willingness to take initiative and address challenges.
- Flexibility: Adaptability to changing situations and requirements, demonstrating a flexible work style.
- Attention to Detail: High level of accuracy in tasks and a keen eye for detail to ensure quality in all work.
Please note that you must have the legal right to live and work in Saudi Arabia.
Salary & Benefits
Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers
CUSTOMER SALES & SERVICE TEAM LEADER
Job Purpose
Coach, develop and motivate a team of Customer Sales and Services Agents and Senior Customer Sales and Services Agent to achieve individual, retail office and network targets and Commercial objectives.
Job Outline:
- Lead the day to day operations of the team and ensure that all customers are provided with excellent customer service. Ensure the retail office team are aware of and work to consistently meet and exceed reservations sales targets.
- Coach, develop, and motivate a team of agents within the retail office. Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
- Monitor the discipline, grooming and conduct of the team. Provide necessary on job instructions and training to staff and new joiners. Ensure that sales policies and retail office procedures are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
- Ensure regular quality monitoring for all customer interactions is scheduled and sufficient coaching time allocated with each team member. Perform regular quality audits with other Customer Sales and Service Team Leaders both within own retail office and network wide to ensure calibration of quality standard is achieved globally.
- Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team. Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.
- Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.
- Measure employee satisfaction and recommend initiatives to increase.
- Ensure smooth running of reservations and/or ticketing operation when on shift. Control and maintain records for all revenue accountable documents such as tickets and MCOs ensuring that usage is monitored in order to provide necessary accounts at the end of the day/shift. Prepare and reconcile end of day banking and bank monies as appropriate.
- Retail Office Head
- – Manage allocation of resource within the retail office. Work with the Sales Manager and CSSM to forecast resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve retail office customer service, sales and quality targets.
- – Analyse service level and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Regularly communicate with Emirates network of contact centres and retail offices to share knowledge, ideas and best practise.
- – Implement and maintain retail office standards such as furniture, brochure displays and queuing, reservations and telephony systems.
Skills:
- Leadership Skills: Ability to coach, develop, and motivate a team to achieve sales and service targets.
- Customer Service Orientation: Strong commitment to providing excellent customer service and resolving complaints effectively.
- Performance Management: Skills in conducting performance reviews, setting objectives, and providing constructive feedback.
- Training and Development: Ability to identify training needs and implement effective training programs for team members.
Qualifications & Experience:
Commercial/ Sales.Other: 3+ Years
Vocational or Diploma (12+2 or equivalent) :
Airline sales and contact centre experience. Coaching and people development.
Knowledge/skills: Working knowledge of retail office and airline industry procedures and methodology.
Standard Fares and Ticketing courses, Skywards and MARS reservations systems.
Excellent interpersonal, telephone and customer service skills.
Ability to work in a busy sales team environment.
PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
Please note that you must have the legal right to live and work in Saudi Arabia.
Salary & Benefits
Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers
