Job Purpose A World leader in air cargo

Key Responsibilities

• Assist in managing the day to day motivation of the unit، through personal interactions، fair distribution of duties and providing support and guidance when required

Requirements & Qualifications

• Knowledge/Skills: Expert knowledge of one or more customer touchpoints e.g. sales، contact centre، airport operations، inflight services، baggage، loyalty programme etc

• Must be fully conversant with Warsaw، Montreal and other IATA conventions and consumer protection legislation related to commercial airlines Proven track record in team leadership and motivational skills Excellent negotiation skills in volatile situations and should also be an arbitrator in disputes between the airline service delivery areas and the customer Must be able to represent Emirates and the department at the highest levels e.g

• Knowledge/Skills

• Proven track record in team leadership and motivational skills

• Excellent negotiation skills in volatile situations and should also be an arbitrator in disputes between the airline service delivery areas and the customer

Benefits & Conditions

• So if you're looking for a challenging and rewarding opportunity، apply today and join our team! Salary & benefits Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry، including discounts on flights and hotel stays around the world

• Salary & benefits

• Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry، including discounts on flights and hotel stays around the world

We possess a geographical advantage that enables us to reach over 140 destinations across 6 continents

We are able to cater to two-thirds of the world’s population in just 8 hours and serve major international trade regions quickly and efficiently

Our SkyCargo group works in partnership to facilitate global trade and connect customers with their destinations

We have a young، efficient، wide-bodied fleet، with ample capacity to transport cargo through our state-of-the-art، multi-airport hub in Dubai and adapt to our customers ever-changing needs

As Cargo Customer Affairs Controller، you will provide full support and act as a second in charge for the management of the CASA Headquarters unit which requires managing customer complaints/claims، from investigation to conclusion in a timely and cost- effective manner

Under the guidance of Manager Customer Affairs (MCA)/Customer Affairs Manager (CAM)، work with operational divisions، Group Legal، Group Insurance and where required appoint legal counsel at outstations for legal cases

Respond to cases from countries National Enforcement Boards

The objective is to provide expert guidance، timely and effective service recovery، improved customer loyalty and retention، reduction of potential revenue loss and cost avoidance by thorough preparation of legal cases In this role، you will: Implement on a daily basis the strategies and tactics on behalf of MCA/CAM in the management of a Customer Affairs unit، ensuring customer complaints/claims are responded to in a substantive، timely and cost effective manner while in line with CASA Global and the company's objectives

Ensure that customer confidence، loyalty and goodwill is restored to retain customers، minimise revenue loss and to protect future revenue

Particular focus must be on the Arabic community as a key market segment (Applicable to passenger only)

Be responsible for assessing compensation levels for complaints/claims within the authority limits and refer to MCA/CAM when these limits are exceeded for guidance

Be accountable for the compensation provided in the annual budget process and ensure that compensation is recorded for audit and data analysis purposes

Distribute and monitor the daily workload and assist in monitoring individual team member's performance and productivity against KPIs

Identify performance issues with MCA/CAM where required

Monitor complaint responses and customer compensation to ensure the investigation was thorough، the response included all customer concerns and departmental standards are met i.e. response timelines، number of comebacks and quality standards (i.e. factual accuracy، content، grammar، tone and style) to ensure a favourable customer reaction

Reinvestigate cases where passengers/agents are not satisfied with our initial response، service recovery or compensatory offer and bring the case to a successful conclusion

Proactively work with Commercial، Service Delivery، Airport Services، Cargo Operations and other key internal stakeholders

Manage and correspond with codeshare and partner airline to resolve complaints/claims

Manage customer responses and compensation where appropriate and keep our partner updated (and v.v.) where we are responsible for the customer response

Produce monthly reports and identify trends to MCA/CAM

Manage and respond to sensitive files from Executive Management and NEBs (e.g

US DOT، UK CAA etc.) and ensure they are responded to within the set deadlines and the quality of investigation and accuracy of data provided is to expectations

Ensure information for legal cases is accurate and thorough for handling off to Group Legal and legal counsel

Represent MCA/CAM in working groups and meetings when required and respond to issues in a knowledgeable and confident manner

Ensure relationships with operational divisions are maintained and create a network of internal contacts to ensure that our investigations are as timely as possible

Conduct visits to high profile customers (especially high profile Arab community customers) within UAE to resolve and service recover complaint/claim cases of importance and regain their confidence and loyalty، while protecting future revenues

Use a variety of methods for the training of new joiners and internal promotions

Ensure targets are set in advance and progress monitored، with deviations highlighted and managed

Qualification To be considered for this role، you must meet the below

Degree or Honours qualification (12+3 or equivalent)

Minimum 5 years of experience in Customer Service and Customer Relations

VIPs، legal firms، consumer protection agencies

At Emirates، we're committed to providing our employees with opportunities to grow and develop in their careers

Find out what it’s like to live and work in our fast-paced، cosmopolitan home city in the Dubai Lifestyle section of our website .

Job Purpose

A World leader in air cargo

We have a young، efficient، wide-bodied fleet، with ample capacity to transport cargo through our state-of-the-art، multi-airport hub in Dubai and adapt to our customers ever-changing needs.

The objective is to provide expert guidance، timely and effective service recovery، improved customer loyalty and retention، reduction of potential revenue loss and cost avoidance by thorough preparation of legal cases

In this role، you will

Implement on a daily basis the strategies and tactics on behalf of MCA/CAM in the management of a Customer Affairs unit، ensuring customer complaints/claims are responded to in a substantive، timely and cost effective manner while in line with CASA Global and the company's objectives

Particular focus must be on the Arabic community as a key market segment (Applicable to passenger only).

Be accountable for the compensation provided in the annual budget process and ensure that compensation is recorded for audit and data analysis purposes.

Identify performance issues with MCA/CAM where required.

Monitor complaint responses and customer compensation to ensure the investigation was thorough، the response included all customer concerns and departmental standards are met i.e. response timelines، number of comebacks and quality standards (i.e. factual accuracy، content، grammar، tone and style) to ensure a favourable customer reaction.

Proactively work with Commercial، Service Delivery، Airport Services، Cargo Operations and other key internal stakeholders.

Produce monthly reports and identify trends to MCA/CAM.

Ensure information for legal cases is accurate and thorough for handling off to Group Legal and legal counsel.

Ensure relationships with operational divisions are maintained and create a network of internal contacts to ensure that our investigations are as timely as possible.

Conduct visits to high profile customers (especially high profile Arab community customers) within UAE to resolve and service recover complaint/claim cases of importance and regain their confidence and loyalty، while protecting future revenues.

Use a variety of methods for the training of new joiners and internal promotions. Ensure targets are set in advance and progress monitored، with deviations highlighted and managed.

Qualification

To be considered for this role، you must meet the below

Degree or Honours qualification (12+3 or equivalent).

Minimum 5 years of experience in Customer Service and Customer Relations.

Expert knowledge of one or more customer touchpoints e.g. sales، contact centre، airport operations، inflight services، baggage، loyalty programme etc.

Must be fully conversant with Warsaw، Montreal and other IATA conventions and consumer protection legislation related to commercial airlines

Must be able to represent Emirates and the department at the highest levels e.g. VIPs، legal firms، consumer protection agencies.

So if you're looking for a challenging and rewarding opportunity، apply today and join our team!