Senior Ticket Desk Agent - DUS

Emirates; Düsseldorf; On-site; EUR 28,000 - 40,000; Full time

Benefits offered by this job

13th Month Payment

Meal Allowance

Vacation Allowance

Laundry Allowance

Airport Allowance

Annual Leave Entitlement

Supplementary Pension Contribution

Job summary

Emirates is seeking a ticketing and customer service professional at our Düsseldorf operation. You will issue tickets, rebook flights, and provide a high standard of passenger service in a fast-paced environment.

Experience with automated ticketing systems and a major CRS/GDS is essential, as is fluency in English and German. The role involves administrative duties and collaboration with Airport Services teams.

Qualifications

• Experience using automated ticketing systems.
• Experience within the aviation, travel, tourism, or hospitality industries.
• Commitment to delivering exceptional customer service.
• Ability to work with people from diverse cultural backgrounds.
• Good working knowledge of a major CRS/GDS.
• Knowledge of airline fares, ticketing procedures, and reservation processes.
• Fluent in written and spoken English and German.

Responsibilities

• Handle denied boarding, Options scheme, and compensation procedures.
• Offer Emirates products to maximize ticketing revenue.
• Issue tickets, EMD/EBT, make/amend reservations as needed.
• Complete daily ticket sales returns and assist with banking.
• Handle rebooking of flights and issue FIMs during disruptions.
• Ensure high standard of customer service at all times.
• Assist other Airport Services team members in a multi-skilled environment.
• Undertake various administrative functions and other duties as directed by the Airport Services Manager.
• Monitor and clear Reservation queues/CDS/issuance of ETAs and related tasks.

Skills

Customer service

English & German

CRS/GDS knowledge

Aviation experience

Tools

CRS/GDS

Automated ticketing systems

Job description

Job Purpose

At the Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the most recognised and admired brands globally, we’re driven by innovation, ambition and excellence. Join a dynamic, fast-paced team where your ideas and relationship-building skills will directly shape employee experience across our global workforce.

At the Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the world’s most awarded international airlines, operates across six continents and serves over 140 destinations through its hub in Dubai. The airline operates one of the most modern and efficient fleets, featuring spacious and comfortable Airbus A380, Airbus A350, and Boeing 777 aircraft.

Passengers flying with Emirates enjoy an exceptional onboard experience, with world-class products and services, regionally inspired menus and over 6,500 on-demand entertainment channels through ICE, Emirates’ award-winning in-flight entertainment system.

• Handle denied boarding situations including implementation of "Options" scheme and appropriate Compensation procedures (as per Emirates Policy) in order to retain customer confidence and loyalty.
• Offer the full range of Emirates products and services to all passengers to maximise ticketing revenue.
• Issue tickets, EMD/EBT make/amend reservations as and when necessary. Re-issue tickets and recalculate fares for passengers changing itinerary and make any additional collections as required.
• Complete daily ticket sales returns and assist with banking duties as requested.
• Handle rebooking of flights, accommodate and issue FIM’s in the event of disruptions for EK and other airlines and ensure a high standard of customer service is maintained at all times.
• Assume responsibilities of the Ticket Desk Supervisors in their absence to ensure the Ticket Desk is operated efficiently and a professional ticketing service if provided to the passengers
• Assist other Airport Services team members as and when required in a multi skilled work environment, to ensure a seamless and efficient customer service to passengers.
• Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or other senior staff on duty.
• Monitor and clear Reservation queues/ CDS/ issuance of ETA’s/ book STPC, where applicable.

Qualification

You’ll Stand Out If You Have

• Excellent customer service and communication skills.
• Strong attention to detail and accuracy when handling reservations and ticketing.
• Ability to work effectively in a fast-paced operational environment.
• Good problem-solving skills and the ability to respond positively to changing business needs.

In order to be considered for this role, the essential things we need from you are:

• Experience using automated ticketing systems.
• Experience within the aviation, travel, tourism, or hospitality industries.
• Commitment to delivering exceptional customer service.
• Ability to work with people from diverse cultural backgrounds
• Good working knowledge of a major Computer Reservation System (CRS/GDS).
• Knowledge of airline fares, ticketing procedures, and reservation processes.
• Fluent in written and spoken English and German

Salary & benefits

Competitive

• 13th Month Payment
• Meal Allowance
• Vacation Allowance
• Laundry Allowance
• Airport Allowance
• Annual Leave Entitlement
• Supplementary Pension Contribution

Additional Information

"Concessional Travel (non-contractual benefit)"