Customer Sales & Service Agent (Lusaka)

About the role

Emirates is looking for a Customer Sales and Service Agent to join its Lusaka team. You will help passengers book tickets, promote Emirates products and ensure a high standard of service throughout the customer journey.

Key responsibilities

• Provide accurate information on Emirates fares, ticketing rules and travel requirements.
• Issue airline tickets and sell ancillary products such as Skywards membership, hotel bookings and upgraded fares.
• Identify sales opportunities through rapport building and promote all Emirates‑related services.
• Maintain up‑to‑date documentation, brochures and promotional material at the service counter.
• Support the team leader with end‑of‑day sales reconciliation and cash handling.
• Assist travel agents with special fare quotations, bookings and ticketing formalities.
• Handle complex queries, including medical cases and special service requests.

Required profile

• Minimum GCSE/O Level education or equivalent.
• At least 2 years experience in a contact centre or reservations environment within the airline or travel industry, or a Diploma/Degree in Travel and Tourism.
• Ability to live and work in Zambia.

Required skills

• Proficiency with Windows operating system.
• Microsoft Word.
• Microsoft Excel.
• Effective use of email for business communication.