Customer Sales & Service Agent – SkyCargo

About the role

The Customer Sales & Service Agent works at Emirates SkyCargo desks in Dubai (DXB) or Dubai World Central (DWC) to deliver the highest level of service to passengers and cargo customers. The role combines ticketing, sales of airline and cargo products, and proactive revenue generation while ensuring compliance with airline rules and legal travel requirements.

Key responsibilities

• Sell Emirates air tickets, cargo solutions and ancillary products such as Skywards membership, Dubai stop‑overs, hotel bookings and upgraded fares.
• Issue tickets and reservations using MARS systems, ensuring all airline regulations, passport, visa and health requirements are communicated to the customer.
• Maintain and display promotional material, brochures and timetables at the counter.
• Support the Team Leader with end‑of‑day sales closing, banking and cash handling.
• Develop a personal database of potential customers, follow up with calls and inform them of new services.
• Respond to cargo import/export queries from quotation through reservation.
• Suggest service improvements and new ideas to increase revenue.

Required profile

• Minimum 24 months (2 years) experience in airline ticketing, sales or customer service.
• Strong knowledge of airline tariff fares, ticketing rules and legal travel documentation.
• Ability to handle cash, banking procedures and end‑of‑day reconciliation.
• Excellent communication skills and a customer‑focused attitude.

Required skills

• MARS reservations systems
• Microsoft Word
• E‑mail
• Knowledge of airline industry procedures and methodology
• Familiarity with Skywards loyalty program