Customer Sales and Service Officer | Apply Now!

🧾 Job Details

🏢 Company: Emirates
📌 Job Title: Customer Sales and Service Officer
📍 Location: Cape Town, Western Cape, South Africa
📄 Job Type: Permanent
🏷️ Job Category: Retail Operations / Customer Service
📅 Closing Date: 05 January 2026

🏢 About the Company

Emirates is a globally recognised airline brand known for premium service, world-class hospitality, and operational excellence. Its retail Travel Stores play a vital role in delivering personalised customer experiences, supporting sales growth, and representing the Emirates brand on the ground.

Joining Emirates means working within a service-driven, performance-focused environment that values professionalism, attention to detail, and exceptional customer engagement.

🎯 Purpose of the Role

The Customer Sales and Service Officer is responsible for leading daily retail store operations while delivering a seamless, premium customer experience. Acting as the on-site decision-maker, the role focuses on driving commercial performance, maintaining service excellence, and developing a high-performing retail team.

This position plays a key role in ensuring Emirates’ retail standards, brand values, and hospitality principles are consistently upheld while meeting operational, sales, and compliance objectives.

🛠️ Key Responsibilities

• Oversee daily retail store operations to ensure service excellence and operational efficiency

• Drive sales performance through consultative selling, upselling, and cross-selling of Emirates products and services

• Deliver personalised, professional customer service aligned with Emirates’ hospitality standards

• Act as the final escalation point for customer queries and concerns, ensuring timely and effective resolution

• Lead, motivate, and manage front-line retail staff to maintain productivity, morale, and service quality

• Provide coaching, guidance, and performance feedback to team members

• Identify training gaps and recommend upskilling initiatives in collaboration with management

• Monitor sales, service, and operational KPIs and provide insights to improve performance

• Implement station sales strategies within the retail store environment

• Ensure strict adherence to image, uniform, and presentation standards

• Maintain store presentation, displays, and materials in line with Emirates’ brand identity

• Ensure compliance with company policies, financial controls, and regulatory requirements

• Manage accountable documents and ensure operational accuracy at all times

🧠 Skills and Competencies Required

• Strong leadership and people management capability

• Excellent customer service and interpersonal skills

• Proven ability to drive sales and commercial performance

• Strong understanding of retail operations and service environments

• Ability to analyse performance data and customer insights

• High attention to detail and compliance awareness

• Professional communication and problem-solving skills

• Ability to operate confidently as an on-site decision-maker

🎓 Qualifications and Experience

• Graduate qualification in Business, Hospitality, or a related field (preferred)

• Minimum of 2 years’ experience in luxury retail, hospitality, or store leadership

• Proven experience leading and developing diverse teams

• Strong understanding of digital retail tools, CRM systems, and analytics

• Airline sales or contact centre experience is advantageous

• Must have the legal right to live and work in South Africa

🌟 Why Join Emirates?

• Work for a globally respected premium brand

• Gain leadership experience in a high-profile retail environment

• Be part of a service-driven, customer-centric culture

• Competitive salary and benefits package

• Opportunities for professional growth and development

📄 Best CV Tips for This Role

• Highlight leadership and retail management experience

• Emphasise sales performance achievements and KPIs

• Showcase customer service excellence and conflict resolution skills

• Include experience with CRM systems, analytics, or airline sales

• Demonstrate strong people management and coaching capability

⚖️ Employment Equity Statement

Emirates is committed to employment equity and diversity. All appointments will be made in line with the company’s employment equity and inclusion policies.