Senior Customer Affairs Assistant - SkyCargo (12 Month Temporary Contract)

Job Purpose

Customer Affairs Support

• Act as the first contact for customer communications across written, electronic, and verbal channels.
• Segregate communications, check duplicate issues, create database files, send acknowledgements, and distribute verbal complaints.
• Create and accurately code CRIS CASA files for customer satisfaction trend reporting.
• Support investigations by ordering PNRs, obtaining voyage reports and engineering logs, and processing approved service recovery items.
• Send post-investigation communications and handle routine customer requests within corporate guidelines and time limits.
• Manage CASA reception, telephone lines, lounge service, passenger feedback forms, medical-assistance correspondence, and Lost & Found cases.
• Record CASA staff attendance and overtime in the TER system.

Baggage Claims

• Process proration and missing baggage claims under international conventions, IATA resolutions, Emirates Conditions of Carriage, and baggage claims procedures.
• Support the Customer Affairs Manager with day-to-day network-wide baggage activities.
• Process baggage documentation and debit or credit prorated claim amounts with other carriers.
• Use Baggage World Tracer to identify and process interline baggage payments and recover outstanding amounts.
• Provide monthly statistics on baggage prorations and support customer and officer enquiries.
• Help improve incomplete claim file handling and coordinate with interline carriers.

Qualifications

• At least 3 years of customer service or customer relations experience.
• High school degree or higher qualification.
• Travel industry and frontline customer service experience.
• Experience resolving customer conflict situations.
• Fluent spoken and written English.
• 50 words-per-minute typing speed and proficiency with Microsoft Word, Excel, and PowerPoint.
• Working knowledge of MARS/MACS and CRIS.
• Good mathematical and simple data analysis skills.
• Passenger and baggage handling experience with knowledge of mishandled baggage.
• Basic knowledge of IATA rules governing baggage proration.
• Ability to remain composed and professional in pressurized situations.

Salary and Benefits

• The posting describes an attractive tax-free salary and industry travel benefits, but does not state a compensation cadence.

Location

• The role is based in Dubai and includes reception desk, telephone, and CASA lounge responsibilities during normal working hours.