JOB PURPOSE

Provide comprehensive support to E-Commerce team by administering support to R&CC and other stakeholders in order to optimize online (IBE, MYB, OLCI, Redemption etc) passenger revenue and online customer service levels across EOL channels (Desktop, Mobile and Apps). Manage and coordinate with all necessary departments, including Corporate Communications, Skywards,

 Finance and IT IBE Support, to assist in identifying online customer issues and pain-points with the aim of continually improving E-Commerce processes and systems. Assist in promoting direct sales strategy of Emirates in order to achieve cost savings and generate incremental revenue.

jOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS- Be well versed with functionalities and processes in and around all Emirates E-Commerce systems – Internet Booking Engine (IBE), Interline Bookings, Business Rewards, CUGO, Manage My Booking (MYB), Online Check In (OLCI), Ancillaries (e.g. Paid Seats, Excess Baggage etc.), Miles Redemption & Upgrades, Email Upgrades, Refunds, Payment etc. across all E-Commerce channels

 (Web, Mobile and Apps).- Independently triage all incoming communications to EOL Support inbox, identify the queries or issues, perform necessary analysis and undertake end-to-end resolution, which may include updating of the Reservation System customer records.- Comprehensively respond with decisions based on each scenario for every query within 1 working day, or coordinate with the relevant departments to ensure an appropriate response in line with customer experience objectives.- Analyze online booking issues to direct the root cause analysis by IT IBE Support in resolution.- Direct liaison with internal and external teams to ensure continuity of online operations, including Corporate Communications, Revenue Optimisation, R&CC, Skywards, Business Rewards, 

CASA, IT IBE Support and others.- Work independently and directly with internal departments like Credit Card & e-Payments Management, Revenue Accounts, IT and external payment providers such as WorldPay, MIGS (Master Card Payment Gateway) and Global Collect to resolve payment queries on priority and assist with ticketing.- Assume ownership of issues raised for IT investigation and subsequent code fixes. This includes issue analysis, requirements gathering

, pre- and post-release testing.- Develop and implement policies and procedures relating to the handing of online products and enhancements. Support other commercial departments with subject matter expertise, including training on new enhancements and implemented products.- Identify patterns of consumer behavior in addition to issues of system behavior using customer experience systems to develop enhancements to the booking engine that directly contribute to revenue generation, service efficiencies, or cost reduction- Maintain and enhance professional knowledge so that E-Commerce and Mobile remains the centre of excellence to R&CC and outstation Sales offices. Periodic reviews of available industry information to keep abreast with recent developments and trends.- Responsible for managing EOL Support mailbox using a defined structure and archive library. Periodic reviews of EOL Support mailbox management process and proposal of operational enhancements.

Qualifications & Experience

MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLSQualifications:Degree or Honours (12 + 3 or equivalent)Experience:- 5+ years experience in an airline, with knowledge of business and sales/commercial processes relating to airline reservation and fares/pricing.- 5+ years experience in E-Commerce and MobileKnowledge/Skills:- In-depth knowledge of Airline / Emirates booking processes, online functionality (IBE, MYB, and OLCI) across all channels (Web, Mobile, Android, and iPhone)- Strong hands on experience of MARS, CRIS, Quantum Metrics- Proficient in all MS Office tools such as MS Word, MS Excel, MS PowerPoint, MS Project, etc.- Should possess strong analytical skills and proven ability to work at all levels and across different cultures.- Should also possess strong written and verbal communication skills.- Ability to operate independently.

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.