Cargo Customer Affairs Controller

Emirates; Dubai; On-site; AED 391,000 - 614,000; Full time

Benefits offered by this job

Travel benefits

Job summary

Emirates is seeking a seasoned Customer Affairs leader to oversee the MCA/CAM unit from our Dubai hub. The role focuses on handling complaints, regulating compensation within policy, and safeguarding revenue while upholding service standards.

Your experience in airline customer relations, leadership, and dispute resolution will drive satisfaction across VIPs and regional communities, particularly within the Arabic market, ensuring timely investigations and cross-functional collaboration.

Qualifications

• Degree or Honours qualification (12+3 or equivalent).
• Minimum 5 years of experience in Customer Service and Customer Relations.

Responsibilities

• Implement strategies for managing a Customer Affairs unit and respond to complaints in a timely, cost-efficient manner.
• Assess compensation levels for complaints/claims within authority limits and refer to MCA/CAM when exceeded.
• Motivate and manage day-to-day unit activities; monitor workload and KPI performance.
• Monitor responses and compensation to ensure all concerns are addressed with quality standards.
• Reinvestigate cases with dissatisfied passengers/agents and coordinate with internal stakeholders.
• Communicate with codeshare/partner airlines to resolve complaints and produce monthly reports.

Skills

Customer service

Team leadership

Negotiation

Dispute resolution

VIP liaison

Education

Bachelor's degree

Job description

Job Purpose

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.

Job Purpose

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.

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.
• 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. 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 requirements:

• Degree or Honours qualification (12+3 or equivalent).
• Minimum 5 years of experience in Customer Service and Customer Relations.

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. VIPs, legal firms, consumer protection agencies.

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

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. 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.