Customer Affairs Supervisor

The Emirates Group; Dubai; On-site; AED 100,000 - 145,000; Full time

Benefits offered by this job

Travel benefits

Flight/hotel discounts

Job summary

The Emirates Group in Dubai seeks a Customer Affairs Supervisor within SkyCargo to manage customer communications, resolve complaints, and coordinate with other departments to protect the company’s reputation. You will support administrative activities, analyze trends, and drive service improvements while maintaining high English-language service standards.

You will also supervise a team of Senior Customer Affairs Assistants, oversee daily operations, and ensure timely, compliant responses

Qualifications

• Bachelor's Degree (12+3 or equivalent).
• 3+ years of experience in the Holidays or Hospitality field.
• Excellent knowledge of MS Office applications and English communication.
• Strong customer service, analytical abilities and professional composure under pressure.

Responsibilities

• Provide first-point contact for customer communication across channels and resolve complaints.
• Handle and file customer correspondence, send acknowledgements and route messages to appropriate departments.
• Investigate cases with relevant line departments and consult the Manager for guidance on sensitive issues.
• Prepare monthly data analysis and trend reports; recommend service improvements and policy changes.
• Supervise Senior Customer Affairs Assistants, allocate tasks and monitor performance.

Skills

English communication

Customer service

Analytical skills

MS Office

Education

Bachelor's Degree

Tools

MS Office

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 a Customer Affairs Supervisor in the SkyCargo team, you will provide a comprehensive support service to the department, by being the first point of contact for customer communication received through all channels and endeavour to resolve the complaints.In this role you will:Support the team with all administrative activities e.g. segregate customer communication, create files and send acknowledgements to customers. Handle voice mail messages and forward any communication to the respective department as appropriate.Handle customer correspondence [both electronic and paper based] by reading, segregating and capturing data in a timely manner, and sending standard system generated letters in response to both positive and negative feedback from passengers. Thank customers for positive feedback, and keep the appropriate internal departments informed of the feedback.Resolve assigned complaints by acknowledging, investigating and responding to the customer directly taking a personalised approach and by using a variety of communication methods. Resolve the issue immediately where possible and aim to regain customer confidence, restore the reputation of the company and ensure repeat business.Investigate assigned cases, co-ordinating with the concerned line departments to determine the cause of the complaint then consult with the Manager for guidance and necessary action especially pertaining to cases of a sensitive nature. Recommend service recovery (from a standardised matrix) suitable for the retention of the customer.Ensure all communication with customers is within service level agreements i.e. communicate to the customer keeping them informed of progress through to resolution within agreed departmental deadlines. Send appropriate interim replies as relevant so that the passenger is aware of the complaint status.Assist with data analysis, monitoring of trends and identification of service and product shortfalls deficits, to be provided in monthly reports released by the Manager.Recommend service, procedural and policy improvements to the Manager and assist with the change process as directed.Action pre-emptive files in a proactive manner when major flight disruptions, seat defects or in-flight entertainment outages occur.Handle customer complaints/miscellaneous issues from Blue Skywards and non Skywards members, fully investigate the issues and respond in an appropriate manner to regain customer confidence and ensure repeat business.Supervise the day to day activities of the Senior Customer Affairs Assistants, managing weekly task allocation, ensuring adequate coverage by managing attendance and leave plans, monitoring day to day performance and handling routine enquiries, including troubleshooting problems as they arise.QualificationTo be considered for the role, you must meet the below requirements:Hold a Bachelor's Degree (12+3 or equivalent).Have 3+ years of experience in the Holidays or Hospitality field.Possess excellent knowledge of MS Office applications.Have excellent English communication skills [spoken and written].Have good customer service skills including the ability to appease customers with complaints.Possess good analytical skills including the ability to analyse data.Have the ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.You will have an edge if you:Possess knowledge of GDSHave experience with MARS, MACS and World TracerAt 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!Salary & benefitsJoin 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 .