Customer Affairs Supervisor
Role Overview
As a Customer Affairs Supervisor in SkyCargo, provide customer communication support and work to resolve complaints.
The Emirates Group's SkyCargo operation connects customers and international trade regions through its Dubai hub and air cargo network.
Key Skills for This Role
Full Job Posting
Job purpose
As a Customer Affairs Supervisor in SkyCargo, provide customer communication support and work to resolve complaints.
The Emirates Group's SkyCargo operation connects customers and international trade regions through its Dubai hub and air cargo network.
In this role
- Provide administrative support by sorting communications, creating files, sending acknowledgements, handling voicemail, and routing messages.
- Handle electronic and paper correspondence, capture information, send standard responses, and share positive feedback with relevant teams.
- Investigate and resolve complaints, coordinate with departments, consult the Manager on sensitive cases, and recommend service recovery.
- Keep customers informed within service-level agreements and departmental deadlines.
- Support data analysis, trend monitoring, monthly reporting, and identification of service or product shortfalls.
- Recommend service, procedural, and policy improvements and assist with directed changes.
- Action proactive files during major flight disruptions, seat defects, or in-flight entertainment outages.
- Investigate and respond to issues from Blue Skywards and non-Skywards members.
- Supervise Senior Customer Affairs Assistants through task allocation, coverage planning, performance monitoring, and routine troubleshooting.
Qualifications
- Bachelor's degree (12+3 or equivalent) and at least three years of experience in holidays or hospitality.
- Excellent knowledge of MS Office, spoken and written English, customer service, and analytical skills.
- Ability to stay composed and act professionally, tactfully, and diplomatically under pressure.
- Knowledge of GDS or experience with MARS, MACS, and World Tracer is an advantage.
Salary and benefits
- The posting describes an attractive tax-free salary and travel benefits, including discounts on flights and hotel stays; no salary amount or pay cadence is stated.
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