EKAS Customer Experience & Ticketing Lead - Amman

Job Purpose: Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximize revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards program. Additionally, provide pro-active support for daily operations as required. Job Outline: Ticketing and Reservation: Responsible for understanding the specific travel requirements of individual customers and delivering a smooth and tailored customer service experience. Provide customer with clear options, and accurately handle the system reservations whilst adhering to the policies, calculating fares, and ensuring completion of all documentation. Inform customers on the necessary legal requirements for their journey, including passport, visa, and health requirements. Ancillary sales: Increase revenue from ancillary sales by promoting airport upgrades, additional legroom options, and excess baggage services. Commercial EK Products: Responsible for ensuring comprehensive knowledge of all Commercial products and services available to customers and enhancing their travel experience by promoting offerings under Emirates Commercial products. Skywards: Responsible for understanding and effectively communicating the Skywards programme, including its benefits, promotions, scheme rules, and relevance to addressing customer enquiries and encouraging participation. As the local subject matter experts of the Skywards programme conduct regular briefings to various stakeholders to maximise awareness and participation of the programme. Sales Administration: Accountable for monitoring and documenting all sales activities on a daily/weekly/monthly/annual basis. Responsibility for ensuring that all money received from cash/point of sales card payments is accurately reconciled. Maintain responsibility for handling and depositing cash in compliance with local regulations, following EK procedures and collaborating with local Finance and Administration Manager. Passenger Acceptance: Responsible for monitoring the reservation system, communicating with other departments to ensure smooth handling of special cases (unaccompanied minor, medical etc) and coordinating with wider EKAS team for seamless passenger acceptance, and addressing any issues that may arise in the queue management process. Operational disruption: Pro-actively supporting with all operational disruptions, (rebook customers on EKor OAL, assist with coordinating and issuing hotel booking, collaborate with the EKAS team to ensure optimal outcome and customer satisfaction. Manage the denied boarding process, and provider various alternatives solutions as per EK process, including the options scheme as per EK policy and procedures to retain customer confidence and loyalty. Airport Operations: Required to support with EKAS operational requirements as and when required, from check in, boarding, lounge, ramp activities as and when required by the Airport Services Manage to maintain service level for customers.