Senior Customer Affairs Assistant

A World leader in air cargo.

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 a Senior Customer Affairs Assistant in the SkyCargo team you will provide a comprehensive administrative and support service to the CASA department, by being the first point of contact for all customer communication received through all channels: written, electronic and verbal, i.e. screen telephone calls from customers and try to resolve their complaints or refer to the team of Customer Affairs Officers. You will also process the proration and missing baggage claims as per the standard procedure.

In this role you will:

• Support CASA team with all pre-investigation administrative activities e.g. segregate customer communication, check for duplicate issues, create file in database, send acknowledgements [both manual and mass mailing] to customers. Handle all voice mail messages on a daily basis, record all the details correctly and organise fair distribution and allocation of verbal customer complaints to the Customer Affairs Officers.
• Create new files in the CRIS CASA database on a daily basis; ensure that data is accurately captured and coded (to ensure accurate reporting of trends in customer satisfaction/dissatisfaction reports produced by the Service Audit Unit).
• Provide admin support to CASA team during investigation e.g. order PNRs, obtain Voyage Reports, Engineering Logs, process e-workflow requests for upgrades & cheques, issue/arrange Duty Free Vouchers, Bonus Bond Vouchers, Tickets, MCOs and other forms of service recovery approved by SVP/VP/Customer Affairs Managers.
• Provide admin support to CASA team, post investigation e.g. printing/emailing of written communication to customers.
• Be the first point of contact within CASA and create a professional and helpful image of the Emirates Group; ensure that the reception desk/telephone lines are manned at all times during normal working hours and provide a personalised service to all customers at the CASA lounge.
• Handle Passenger Feedback Forms [approximately 1750 per month on an average] by reading, segregating, capturing data in CRIS in a timely manner, on a daily basis, and sending standard system generated letters in response to both positive and negative feedback from passengers.
• Action voyage reports/KIS reports relating to medical assistance on board, by writing 'thank you' letters to doctors for their assistance onboard.
• Handle miscellaneous/routine requests from customers within corporate guidelines, such as reimbursement of Dry Cleaning Vouchers, exchange of defective Duty Free items purchased onboard etc. and respond to them within set time limits.
• Handle correspondence relating to 'Lost & Found' items in order to ensure that the property is returned to the customer as soon as possible.

Record attendance/overtime of CASA staff accurately in the TER system within the prescribed time frame.

• Baggage Claims:
• Process the proration and missing baggage claims in accordance with the international Conventions, IATA resolutions, Emirates Conditions of Carriage and as per the Emirates Baggage Claims procedures.
• Assist and support the Customer Affairs Manager (Baggage Claims), providing an administration service and assisting with the day to day baggage activities network-wide.
• Ensure, debit and credit of prorated baggage claims amounts from other carriers within the laid down time frame by processing all baggage related documentation accurately.
• Interrogate the Baggage World Tracer system to ensure any payments made by Emirates stations network-wide for interline baggage claims are received and processed for proration to recover outstanding unpaid amounts.
• Provide statistical data to Customer Affairs Manager (Baggage Claims) on baggage prorations, on a monthly basis.
• Be the first point of contact within CASA (via telephone or at the CASA lounge) for baggage claim related cases and create a professional and helpful image of the Emirates Group.
• To provide accurate information to CASA's team of Customer Affairs Officers dealing with baggage complaints.
• Record attendance/overtime of CASA staff accurately in the TER system within the prescribed time frame.
• Assist with improving processes and timescales in relation to receiving incomplete baggage claim files for proration from Emirates stations network-wide.
• Assist the CASA team in dealing with the interline carrier involved in baggage proration.

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

• Must have 3+ years of experience in a customer service or customer relations role.
• Hold a Highschool degree or higher qualification.
• Have experience in the travel industry, particularly in a front line customer service position. In addition, experience in dealing with and resolving customer conflict situations.
• Have excellent communication skills including fluency in English (spoken and written).
• Possess good customer service skills including the ability to appease customers with complaints.
• Have typing skills of 50 wpm and proficient with Microsoft computer packages i.e. Word, Excel, Powerpoint and a working knowledge of MARS/MACS and CRIS .
• Possess good mathematical skills including the ability to analyse simple data and present trends.
• Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.
• Have experience in Passenger and Baggage handling with a good knowledge of all aspects of dealing with mishandled baggage.
• Must have basic knowledge of IATA rules and regulations governing Baggage proration.

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!

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