Senior Customer Experience & Baggage Claims Specialist

The Emirates Group; Dubai; On-site; AED 90,000 - 150,000; Full time

Benefits offered by this job

Travel benefits

Tax-free salary

Flight & hotel discounts

Job summary

The Emirates Group in Dubai is seeking a Senior Customer Affairs Assistant to provide comprehensive administrative support to the CASA department and act as the first contact for customer communications across all channels. The role includes processing proration and missing baggage claims and supporting the CASA team throughout investigations.

Candidates should have 3+ years in customer service, strong English skills, and experience with typing 50 wpm and Microsoft Office tools.

Qualifications

• Must have 3+ years in a customer service or customer relations role.
• Front-line travel industry experience preferred.
• Excellent English communication skills, both spoken and written.
• Typing speed 50 wpm; proficient with Word, Excel, PowerPoint.

Responsibilities

• Be the first contact within CASA and provide a professional, helpful image of Emirates Group across channels.
• Handle all customer communications and assist with baggage proration and missing baggage claims.
• Provide admin support to CASA team during investigations and post-investigation tasks.
• Create and maintain files in CRIS and related databases; generate trend reports for customer satisfaction.

Skills

Customer service

Communication

Conflict resolution

Typing 50 wpm

Education

Highschool diploma

Tools

Microsoft Office

MARS/MACS

CRIS

Job description

The Emirates Group in Dubai is seeking a Senior Customer Affairs Assistant to provide comprehensive administrative support to the CASA department and act as the first contact for customer communications across all channels. The role includes processing proration and missing baggage claims and supporting the CASA team throughout investigations.

Candidates should have 3+ years in customer service, strong English skills, and experience with typing 50 wpm and Microsoft Office tools.