Senior Customer Support Executive

Purpose of Job

Following points are for Senior Customer Support Executive

•  Ability to help in the smooth operation of department products, through quick telephone assistance and resolution of problems
• Solve solutions, do tests and maintaining integrity of application thus given a high level of customer satisfaction.
• Identify functional issues of the system and potential improvement from an operational as well as user point of view.
• Complete detailed of functional documents, test plans and reports thus helping in clear, interpreting of data for trends and make good solving points for required action and improvements.here

Job Details

Provide prompt telephone support and early resolution of problems reported by subscribers on functional and operational issues to customer satisfaction.

Log all calls for the derivation of useful customer information. – assist with analysis of market and product problems, detect training issues at specific sites and provide input to management for product improvements.

Ability and schedule training center on content and documentation of training programs as well as update trainers on the company or policy changes. –

Assist  customers on product improvement and on the latest information. Conduct personalized on-job training to users when requested.

Maintain accurate database of all users and supported products, thereby assuring user security.

Keep users informed of any enhancements and/or changes to system functionality to optimize system usage.

Functuions

• Conduct training for airline staff on Market Fares – deep training facility for functional and operational testing of new products and/or enhancements in conjunction with product executives to ensure they meet our market requirements.
• The same applies to in-house developed software. Prepare detailed test reports for management.
• Up to date accounting table for markets for correct filing system  or even assist with IATA-BSP for implementing new agents on ticketing or even on Carrier Identification Plates.
• You will be responsible for maintaining the day to day operations of the system on-going – Translate functional requirements to the software developer.
• Coordination between the different departments and keeping the account management ready

Qualifications  and what is requirement or Experience

qualification for Senior Customer Support are

Minimum 3 years  also in sales/ticketing

Degree                       Degree or Honours

Knowledge/skills

Diploma in Travel and Tourism plus an IATA / UFTAA –

Qualification on MS Office 

Experiences in Automated Travel Systems including Access Products, Reservations, Fares, Auto Ticketing, Profiles, etc.(practical working experience on a Global Reservation System and working experience in a job involving Customer Service and Product Support preferably in an airline environment

Language

Ability to speak English good and also in written + Arabic or French as an advantage

License

UAE driving license would be an advantage.

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.