Cargo Customer Affairs Controller

Emirates; Dubai; On-site; AED 240,000 - 480,000; Full time

Job summary

Emirates is seeking a Cargo Customer Affairs Controller in Dubai to lead the CASA Headquarters unit, oversee customer complaints and claims from investigation to closure, and collaborate with Group Legal, Insurance, and external counsel as needed.

The role focuses on timely service recovery, loyalty, revenue protection, and effective cross-functional coordination with Commercial, Service Delivery, Airport Services and other internal teams to ensure robust outcomes.

Qualifications

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

Responsibilities

• Implement strategies for MCA/CAM to manage the Customer Affairs unit, ensuring timely, cost-effective responses.
• Assess compensation levels within authority limits and escalate beyond limits.
• Motivate day-to-day operations, monitor workload and KPIs.
• Monitor response quality and compliance with standards.
• Reinvestigate cases and coordinate with internal stakeholders.
• Manage communications with codeshare/partner airlines and provide monthly reports.
• Handle sensitive files from Executive Management and NEBs with timely responses.
• Represent MCA/CAM in meetings and maintain relationships with operational divisions.
• Visit high-profile UAE customers to resolve cases and protect revenues.
• Train new joiners and plan performance targets.

Skills

Leadership

Negotiation

Customer service

Arabic market knowledge

Stakeholder management

Education

Degree or Honours qualification

Job description

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.

As Cargo Customer Affairs Controller, you will provide full support and act as a second in charge for the management of the CASA Headquarters unit which requires managing customer complaints/claims, from investigation to conclusion in a timely and cost- effective manner. Under the guidance of Manager Customer Affairs (MCA)/Customer Affairs Manager (CAM), work with operational divisions, Group Legal, Group Insurance and where required appoint legal counsel at outstations for legal cases. Respond to cases from countries National Enforcement Boards. The objective is to provide expert guidance, timely and effective service recovery, improved customer loyalty and retention, reduction of potential revenue loss and cost avoidance by thorough preparation of legal cases.

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

• 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.