Senior Customer Affairs Assistant

Emirates; Dubai; On-site; AED 50,000 - 80,000; Full time

Job summary

A leading airline company in Dubai is looking for a Senior Customer Affairs Assistant to provide comprehensive support to the CASA department. The role involves admin support during investigations, processing baggage claims, and maintaining a professional image. Candidates should have 3+ years in customer service, excellent communication skills, and proficiency in Microsoft Office. Attractive tax-free salary and travel benefits are provided.

Benefits

Attractive tax-free salary

Travel benefits and discounts on flights

Health insurance

Qualifications

• 3+ years experience in the travel industry, particularly in a front-line customer service position.
• Excellent communication skills including fluency in English (spoken and written).
• Typing skills of 50 wpm; proficient with Microsoft Word, Excel, PowerPoint and working knowledge of MARS/MACS.
• Good mathematical skills including ability to analyse data and present trends.
• Experience in Passenger and Baggage handling with knowledge of mishandled baggage.
• Basic knowledge of IATA rules and regulations governing baggage proration.
• Experience with MARS, MACS and CRIS would be an advantage.
• Ability to remain composed and professional under pressure, using tact and diplomacy.

Responsibilities

• Provide comprehensive administrative and support service to the CASA department.
• Support CASA team with pre-investigation administrative activities.
• Create new files in the CRIS CASA database daily.
• Provide admin support during investigations.
• Assist and support the Customer Affairs Manager with administration.
• Process proration and missing baggage claims accurately.
• Be the first point of contact for baggage claim-related cases.
• Provide accurate information to CASA's team of Customer Affairs Officers.

Job description

Overview

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Senior Customer Affairs Assistant and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

In This Role

• Provide comprehensive administrative and support service to the CASA department, acting as the first point of contact for all customer communications received through all channels; screen telephone calls and attempt to resolve complaints or refer to the team of Customer Affairs Officers. Process the proration and missing baggage claims as per standard procedure.
• Support CASA team with pre-investigation administrative activities (segregate customer communications, check for duplicate issues, create files in database, send acknowledgements to customers). Handle all voicemail messages daily, record details, and allocate verbal customer complaints to CAOs.
• Create new files in the CRIS CASA database daily; ensure data is accurately captured and coded for reporting trends in customer satisfaction/dissatisfaction reports by the Service Audit Unit.
• Provide admin support during investigations (order PNRs, obtain Voyage Reports, Engineering Logs, process e-workflow requests for upgrades & cheques, issue/arrange Duty Free Vouchers, Bonus Bond Vouchers, Tickets, MCOs and other service recovery forms approved by SVP/VP/Customer Affairs Managers).
• Provide admin support post-investigation (printing/emailing written communications to customers).
• Be the first point of contact within CASA; maintain a professional image and ensure reception desk/telephone lines are manned during normal hours; provide personalised service to customers at the CASA lounge.
• Process proration and missing baggage claims in accordance with international Conventions, IATA resolutions, Emirates Conditions of Carriage and Emirates Baggage Claims procedures.
• Assist and support the Customer Affairs Manager (Baggage Claims) with administration and day-to-day baggage activities network-wide.
• Ensure debit and credit of prorated baggage claims amounts from other carriers within the required time frame by processing all baggage-related documentation accurately.
• Be the first point of contact for baggage claim-related cases within CASA (via phone or at the CASA lounge) and uphold a professional image of the Emirates Group.
• Provide accurate information to CASA's team of Customer Affairs Officers dealing with baggage complaints.

Qualifications

• 3+ years experience in the travel industry, particularly in a front-line customer service position. Experience in resolving customer conflicts.
• Excellent communication skills including fluency in English (spoken and written).
• Typing skills of 50 wpm; proficient with Microsoft Word, Excel, PowerPoint and working knowledge of MARS/MACS.
• Good mathematical skills including ability to analyse data and present trends.
• Experience in Passenger and Baggage handling with knowledge of mishandled baggage.
• Basic knowledge of IATA rules and regulations governing baggage proration.
• Experience with MARS, MACS and CRIS would be an advantage.
• Ability to remain composed and professional under pressure, using tact and diplomacy.

At Emirates Group, we’re committed to providing opportunities to grow and develop our careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.