Senior Customer Affairs Agent

Job Description

Senior Customer Affairs Agent – CASA SkyCargo (Temporary Contract, 12 months)

Job Purpose At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Senior Customer Affairs Agent within CASA SkyCargo and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a Senior Customer Affairs Agent, you will effectively handle customer complaints/claims in respective areas providing a personalised approach using a variety of communication methods; fully investigate the issues and service failure and respond in an empathetic and professional manner, to regain customer confidence, restore the reputation of SkyCargo and ensure repeat business. Make recommendations to the Customer Affairs Manager to improve service shortfalls to regain customer confidence in order to ensure repeat business and sustain the growth of SkyCargo.

In This Role, You Will

• Action all complaints/claims relating to the Emirates Group /SkyCargo by acknowledging, fully investigating and responding to the customer directly (taking a personalised approach by using a variety of communication media); thank passengers /agents for positive feedback keeping the appropriate sections informed. Recommend appropriate compensation and manage the file / case to a successful resolution (including written responses to customers) / within cargo liability limits.
• Ensure all communication with customers are within service level agreements i.e. communicate to the passenger /agent keeping them informed of progress through to resolution within agreed departmental deadlines. Send appropriate interim replies if full details are not available and the investigation is ongoing, so that the passenger / agent is aware of the status of the complaint / claim.
• Investigate with the concerned departments system wide to determine the cause of the complaint/claim then consult with Legal, Corporate Communications, Insurance and Sales / Cargo Commercial departments on those cases requiring a carefully considered business approach. If necessary bring to the attention of Manager Customer Relations to discuss further.
• Audit the outcome of the complaint/claim and investigation process and update CRIS, the Customer Affairs electronic database,/ SkyChain stating the level of compensation or goodwill gesture offered
• Analyse data, monitor trends and identify service and product shortfalls deficits; provide monthly reports to Customers Affairs Manager.
• Make recommendations for service, procedural and policy improvement to the Customer Affairs Management and assist with the change process as directed.
• Discuss complaints/claims of a sensitive nature with Customer Affairs Manager and obtain the required feedback.
• Prepare a comprehensive report as per the industry guideline (GDP), discuss the cases with the Customer Affairs Manager and present the case during the CAPA review meetings.

Qualification

To be considered for this role, you must meet the below requirements:

• Experience can be in the service industry, preferably travel related such as a Travel Agency.
• Excellent IT skills including MS office applications such as MS Word and Excel.
• Excellent communication skills including fluency in English (spoken and written) to a high degree
• Good customer service skills including the ability to appease customers with complaints
• Good analytical skills including the ability to analyse data.
• Report writing skills including the ability to make logical and compelling arguments to support the case for service improvements and policy / procedural change.
• Must be able to project a favourable and caring image of the Group.
• Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.

You Will Have An Edge If You Have

• Experience with MARS, MACS and Travel Agency GDS e.g. Amadeus, Galileo etc. is an advantage
• Knowledge of the World Tracer System, MARS, MACS and CRIS.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. 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 worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.