Customer Affairs Supervisor
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
Key Skills for This Role
Full Job Posting
Description & Requirements
- At Emirates, our customers are our priority. Our Customer Affairs and Service Audit teams work diligently to effectively manage customer complaints, promote customer loyalty, protect and generate company revenue and help mitigate any negative impression of Emirates. We are committed to continuous improvement through monitoring and auditing our customer service standards and consistently enhancing our processes to ensure the success of our organisation and brand!
- As a Customer Affairs Supervisor , you will effectively handle customer complaints in respective areas providing a personalised approach using a variety of communication methods; fully investigate the issues and respond in an empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates Group 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 Emirates Group.
In this role you will
Action all complaints relating to the Emirates Group by acknowledging, fully investigating and responding to the customer directly (taking a personalised approach by using the most appropriate method of communication); thank passengers for positive feedback keeping the appropriate sections informed.
Recommend appropriate compensation and manage case files to a successful resolution, which may include written response, telephone, or personal visit by the customer to the Emirates office (walk-in).
Ensure all communication with customers are within service level agreements i.e. communicate to the passenger 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 on going, so that the passenger is aware of the status of the complaint.
Audit the outcome of the complaint and investigation process and update CRIS, the Customer Affairs electronic database, stating the level of compensation or goodwill gesture offered.
Make recommendations for service, procedural and policy improvement to the Customer Affairs Management and assist with the change process as directed.
Discuss complaints of a sensitive nature with Customer Affairs Manager and obtain the required feedback before responding to the customer.
Effectively assist with departmental administration duties on a rotation basis.
Baggage (where required by the station): 1.Assist customers in locating mishandled baggage by liaising with the concerned departments and keeping them updated in case of queries, to retain their goodwill. Extend a courtesy call to confirm whether the mishandled bag has been restored. 2.Investigate and process claims for reimbursement due to lost/delayed delivery of baggage, according to Montreal convention (MC99) / Warsaw convention.
To be considered for the role, you must meet the below requirements
- Experience in airport operations or customer contact department (In-flight Services, Reservations) of an airline or tourism industry
- Knowledge of the World Tracer System, MARS, MACS and CRIS
- Excellent MS office applications skills
- Good analytical skills including the ability to analyse data
- Fluency in the language of the country of work is required
- Other Information:
- The job holder is responsible for adhering to the relevant health and safety requirements and safe
- working practices applicable to their employment.
- 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 hotels stays around the world.
- 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 www.emirates.com/careers
About Emirates Group
Global aviation, travel, and logistics services holding company.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Emirates Group
Procurement Officer - Cabin & IFE Operations (Emiratisation) | 25740
Dubai, UAE
Senior Security Agent - Hub Operations (Emiratisation)
Dubai, UAE
Elevate Internship Programme
Dubai, UAE
Procurement Officer - Cabin & IFE Operations (Emiratisation) | 25740
Dubai, UAE
Senior Security Agent - Hub Operations (Emiratisation)
Dubai, UAE
Senior Software Engineer - Commercial
Dubai, UAE
Technical Product Owner - Emiratisation
Dubai, UAE
VP Leadership Development
Dubai, UAE
Customer Affairs Manager - LON/MAN
London, GBR
Principal Insights Analyst
Dubai, UAE
Elevate Internship Programme
Dubai, UAE