Senior Customer Affairs Specialist — Cargo & Baggage

Tanqeeb; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Travel benefits

Tax-free salary

Job summary

Emirates SkyCargo in Dubai is seeking a Senior Customer Affairs Assistant to provide a comprehensive administrative and support service to the CASA department, serving as the first point of contact for all customer communications and overseeing proration and missing baggage claims.

You will create new files in CRIS CASA, support investigations with reports, manage correspondence to customers, and uphold a professional image at the CASA lounge.

Qualifications

• Must have 3+ years of experience in a customer service or customer relations role.
• Hold a Highschool degree or higher qualification.
• Experience in travel industry, particularly in front line customer service and conflict resolution.
• Excellent communication skills including fluency in English (spoken and written).
• Typing skills of 50 wpm and proficiency with MS Office; working knowledge of MARS/MACS and CRIS.
• Good mathematical skills and ability to analyse data and present trends.
• Ability to remain composed and professional under pressure.

Responsibilities

• Provide administrative support to CASA team; handle customer communications and complaints.
• Create and maintain files in CRIS CASA database; ensure accurate data capture.
• Support investigations by ordering reports and processing workflow requests.
• Print and email written communications to customers post-investigation.
• Represent Emirates Group at CASA lounge; manage reception and respond to queries.
• Handle Passenger Feedback Forms and draft standard responses.

Skills

English fluency

Customer service

Typing 50 wpm

Communication

Conflict resolution

Education

Highschool diploma

Tools

MS Word

MS Excel

MS PowerPoint

MARS

MACS

CRIS

Job description

Emirates SkyCargo in Dubai is seeking a Senior Customer Affairs Assistant to provide a comprehensive administrative and support service to the CASA department, serving as the first point of contact for all customer communications and overseeing proration and missing baggage claims.

You will create new files in CRIS CASA, support investigations with reports, manage correspondence to customers, and uphold a professional image at the CASA lounge.