Customer Sales & Service Consultant – Mumbai

Emirates; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Emirates in Mumbai, India seeks a Customer Service professional to provide exceptional service and promote Emirates products. You will actively upsell and cross-sell, delivering personalised service across calls, emails and chats while maintaining system knowledge.

The role requires 2+ years in customer service, familiarity with airline procedures, and the ability to work in a busy environment. A competitive salary and opportunities to grow within Emirates are offered.

Qualifications

• 12 Years schooling or equivalent.
• 2+ years in Customer Service or contact centres.
• Knowledge of Emirates policies and airline procedures.

Responsibilities

• Provide exceptional service by delivering accurate information and promoting Emirates products.
• Drive revenue growth through upselling and cross-selling aligned with customer needs.
• Handle interactions with a personalised approach across all channels.
• Ensure compliance with policies, procedures and regulatory requirements.
• Maintain up-to-date knowledge of Emirates products and systems.
• Share ideas to improve service quality, efficiency and customer experience.

Skills

Airline industry knowledge

Customer service

Communication skills

Microsoft Word & Excel

Multitasking in a busy environment

Education

12 Years schooling or equivalent

Tools

Skywards

CRIS

iLoyal

ResConnect

MS Word

MS Excel

Job description

Job Purpose

Provide exceptional service to Emirates customers by promoting and selling Emirates products and services, with a strong focus on enhancing the customer experience while driving sustainable revenue growth.

Job Purpose

Provide exceptional service to Emirates customers by promoting and selling Emirates products and services, with a strong focus on enhancing the customer experience while driving sustainable revenue growth.

Job Outline

• Provide exceptional customer service by delivering accurate information and actively promoting relevant Emirates products and services.


• Actively drive revenue growth by upselling, cross-selling, and presenting customers with a range of products and services aligned with their needs and value expectations.


• Ensure every customer interaction is acknowledged and thoroughly handled with a personalised approach across all communication channels.


• Ensure full compliance with applicable policies, procedures and regulatory requirements while meeting customer expectations.


• Maintain up-to-date knowledge of Emirates products, services, systems and proactively identify opportunities for system or process enhancements.


• Proactively share ideas and recommendations to enhance service quality, operational efficiency, revenue performance and overall customer experience.

Must have the right to work and live in India

Knowledge/Skills

• Knowledge of back office/contact centre and airline industry procedures and methodology.


• Knowledge of Skywards, CRIS, iLoyal and ResConnect reservations systems.


• Excellent communication skills in written, verbal and interpersonal with strong customer service.


• Ability to work in a busy environment.


• Proficient in using Windows applications, including Microsoft Word and Excel.

Qualifications & Experience

12 Years schooling or equivalent

Experience

Customer Service. Contact Centres 2+ Years

Position will be based in Mumbai , India

Salary & benefits

Competitive salary