Senior Customer Sales & Services Agent – Retail

About the role

Emirates is seeking a Senior Customer Sales & Services Agent for its retail office in Karachi. The role combines high‑level customer service with sales responsibilities, supporting both walk‑in passengers and travel‑agent bookings while contributing to the airline’s commercial objectives.

Key responsibilities

• Provide exceptional service to passengers, assisting with travel plans, ticket issuance and amendments.
• Promote Emirates fares, products and Skywards programmes, identifying sales opportunities and driving revenue growth.
• Support travel agents with bookings, special arrangements, fare queries and ticketing formalities.
• Handle complex customer queries and special service requests, acting as a point of reference for the team.
• Assist the Customer Sales & Services Team Leader and mentor junior colleagues.
• Manage daily sales closing, banking procedures and maintain required documentation and promotional material.
• Ensure retail operations run smoothly and meet quality standards.

Required profile

• Minimum GCSE/A‑Level education or equivalent.
• Relevant experience in a contact centre, reservations office, airline or travel‑industry environment.
• Strong knowledge of fares, ticketing and airline reservation procedures.
• Excellent communication and customer‑service abilities.
• Proficiency with PC applications; additional language skills are a plus.
• Passion for aviation and confidence to operate in a senior retail setting.

Required skills

• Skywards loyalty programme
• Airline reservation system
• Ticketing system

What we offer

• Competitive salary package.
• Comprehensive benefits aligned with role and experience.