At Emirates, we connect the world through our global network, exceptional service, and innovative travel experiences. Our people are at the heart of everything we do, delivering world-class service while shaping the future of aviation.

As a Senior Customer Sales & Service Agent, you will serve as the primary point of contact for customers and travel agents, providing accurate fare information, issuing tickets, promoting Emirates products, and handling complex bookings. You will play a crucial role in driving revenue, maintaining high service quality standards, and supporting team operations.

in this role you have to deliver exceptional customer service across all interactions while consistently meeting Emirates quality standards, identifying customer needs through effective rapport building and proactively promoting Emirates fares, products, and services. The role involves issuing Emirates tickets in full compliance with airline rules, regulations, and fare conditions, and advising customers on travel requirements, including passport, visa, health, and check-in details. You will drive revenue through the promotion of Skywards membership, fare upgrades, Dubai Stopovers, hotel bookings, and other ancillary products, while supporting travel agents with bookings, special fares, ticketing formalities, and complex arrangements. The position also requires handling complex customer cases such as medical requests and special services, acting as a role model by providing guidance to team members and deputising for the Team Leader when required. As the first point of contact for CSSAs on complex bookings and challenging customer interactions, you will also remain up to date with Emirates Group policies, systems, and service standards at all times.

Candidates should be educated to at least GCSE or A-Level standard (or equivalent) and have a minimum of three years’ experience in a contact centre or reservations environment within the airline or travel industry. The role requires strong knowledge of airline reservations, fares, ticketing, and Skywards, along with familiarity with airline reservation systems. Proficiency in Microsoft Word, Excel, and email applications is essential. Fluency in English is required, while knowledge of additional languages will be considered a strong advantage. The candidate should also have a work permit to live and work in Pakistan.

If you are passionate about delivering outstanding customer experiences, thrive in a fast-paced, customer-focused environment, and are motivated to contribute to the success of a world-class airline, we invite you to apply and be part of the Emirates journey

A competitive salary package will be offered, commensurate with skills and experience.

The role includes an attractive benefits package in line with company policy, offering opportunities for professional growth and well-being.