Senior Customer Affairs Assistant

Job Purpose

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.

As a Senior Customer Affairs Assistant, you will provide a comprehensive administrative and support service to the CASA department, by being the first point of contact for all customer communication received through all channels; written, electronic and verbal, i.e. screen telephone calls from customers and try to resolve their complaints or refer to the team of Customer Affairs Officers. Process the proration and missing baggage claims as per the standard procedure.

In This Role, You Will

• Support CASA team with all pre-investigation administrative activities e.g. segregate customer communication, check for duplicate issues, create file in database, send acknowledgements [both manual and mass mailing] to customers. Handle all voice mail messages on a daily basis, record all the details correctly and organise fair distribution and allocation of verbal customer complaints to the CAOs.
• Create new files in the CRIS CASA database on a daily basis; ensure that data is accurately captured and coded (to ensure accurate reporting of trends in customer satisfaction/dissatisfaction reports produced by the Service Audit Unit).
• Provide admin support to CASA team during investigation e.g. 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 forms of service recovery approved by SVP/VP/Customer Affairs Managers.
• Provide admin support to CASA team, post investigation e.g. printing/emailing of written communication to customers.
• Be the first point of contact within CASA and create a professional and helpful image of the Emirates Group; ensure that the reception desk/telephone lines are manned at all times during normal working hours and provide a personalised service to all customers at the CASA lounge.
• Process the proration and missing baggage claims in accordance with the international Conventions, IATA resolutions, Emirates Conditions of Carriage and as per the Emirates Baggage Claims procedures.
• Assist and support the Customer Affairs Manager (Baggage Claims), providing an administration service and assisting with the day to day baggage activities network-wide.
• Ensure, debit and credit of prorated baggage claims amounts from other carriers within the laid down time frame by processing all baggage related documentation accurately.
• Be the first point of contact within CASA (via telephone or at the CASA lounge) for baggage claim related cases and create a professional and helpful image of the Emirates Group.
• To provide accurate information to CASA's team of Customer Affairs Officers dealing with baggage complaints.
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• 3+ years experience in the travel industry, particularly in a front line customer service position. In addition, experience in dealing with and resolving customer conflict situations.
• Excellent communication skills including fluency in English (spoken and written)
• Typing skills of 50 wpm and proficient with Microsoft computer packages i.e. Word, Excel, Powerpoint and a working knowledge of MARS/MACS
• Good mathematical skills including the ability to analyse simple data and present trends
• Experience in Passenger and Baggage handling with a good knowledge of all aspects of dealing with mishandled baggage
• Must have basic knowledge of IATA rules and regulations governing Baggage proration
• Experience of MARS, MACS and CRIS would be an advantage
• Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy
  
  

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their 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 that are 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.