Global Cargo Customer Experience Lead

The Emirates Group; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

The Emirates Group is seeking a Customer Affairs Supervisor for its SkyCargo team in Dubai. You will be the first contact for passenger communications, manage complaints, and coordinate across departments to protect the company’s reputation and ensure repeat business.

Success in this role requires a Bachelor's degree, 3+ years in Holidays or Hospitality, strong English, MS Office proficiency, and leadership of a small team handling inquiries and service recovery.

Qualifications

• Bachelor's Degree or equivalent in a relevant field.
• Minimum 3 years experience in Holidays or Hospitality.
• Excellent knowledge of MS Office applications.
• Strong English communication skills, both written and spoken.
• Strong customer service orientation with data analysis ability.
• Ability to stay composed and professional under pressure.

Responsibilities

• Act as first point of contact for customer communication across channels.
• Handle and respond to complaints, aiming to restore customer confidence.
• Process and route communications, issue acknowledgements, and send standard letters.
• Investigate complaints, coordinate with departments, and escalate to Manager when needed.
• Provide data analysis and monthly trend reporting to Management.
• Support service recovery using standardized procedures and matrices.
• Supervise daily activities of Senior Customer Affairs Assistants and manage coverage.

Skills

Customer service

English (spoken & written)

Analytical skills

Diplomacy

Pressure management

Problem solving

Education

Bachelor's Degree (12+3 or equivalent)

Tools

MS Office

GDS

MARS

MACS

World Tracer

Job description

The Emirates Group is seeking a Customer Affairs Supervisor for its SkyCargo team in Dubai. You will be the first contact for passenger communications, manage complaints, and coordinate across departments to protect the company’s reputation and ensure repeat business.

Success in this role requires a Bachelor's degree, 3+ years in Holidays or Hospitality, strong English, MS Office proficiency, and leadership of a small team handling inquiries and service recovery.