Senior Cargo Customer Claims & Relations Lead

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

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.