Emirates Group

At Emirates, our customers are our priority. Our Customer Affairs and Service Audit teams work diligently to effectively manage customer complaints, promote customer loyalty, protect and generate company revenue and help mitigate any negative impression of Emirates. We are committed to continuous improvement through monitoring and auditing our customer service standards and consistently enhancing our processes to ensure the success of our organisation and brand!

The Customer Affairs Manager - Emiratisation will manage a team of Customer Affairs Officers and ensure that service failures are fully investigated and service recovery processes are implemented in a timely and cost effective manner ensuring that capital and service recovery expenses are within budget. Win back customer loyalty from those who have experienced dissatisfaction with products and services throughout the Emirates/dnata Group and investigate and identify areas for improvement in the customer service product and service delivery processes, driving dialogue and initiatives with Service Audit Managers within CASA and across the Emirates Group as appropriate.

In this role, you will:

• Manage a team of Customer Affairs Officers (CAO) and Senior Customer Affairs Assistant within a specific area of specialisation/responsibility. Plan, distribute and monitor workloads of the team and take corrective action in relation to team and individual performance and productivity objectives. Manage manpower requirements for projected growth and corresponding increases in workload in a cost effective manner.
• Monitor complaints to ensure the investigation and response meets departmental standards i.e. accountability for response and file closing timelines, number of comebacks and quality standards (i.e. factual accuracy, content, grammar, tone and style) to ensure a favourable customer reaction and increase loyalty.
• Clarify procedural, technical and legal issues with regards to claims and compensation. Intervene and resolve serious cases escalated by CAOs.
• Reinvestigate cases where passengers/agents or customers are not satisfied with the CAO`s response, service recovery or compensatory offer and bring the case to a successful conclusion. Proactively work with Commercial, Service Delivery, Airport Services / cargo hub ops and stations and other key internal stakeholders, to win back valuable clients who have withdrawn their business from Emirates due to customer dissatisfaction issues. For CASA PAX, conduct joint visits to high profile customers in association with UAE Sales to effect service recovery to minimise revenue loss, maximise revenue generation and increase loyalty to the Emirates Group.
• Manage the service recovery budget within own area of responsibility, achieving a year on year cost reduction per complaint file settled; ensure customer satisfaction is achieved in the most cost effective manner without compromising product and service quality.
• Compile and analyse statistical data in relation to customer feedback; prepare regular reports for Senior Management, highlighting trends and make recommendations on policy/procedural change relating to customer care, service recovery and delivery.
• Investigate and identify areas for improvement in the customer service product and service delivery processes, initiating dialogue in relation to CASA projects or initiatives with Service Audit Managers within CASA and department heads across the Group as appropriate to improve services and reduce complaints. Drive CASA projects collaborating with peers and different business units to achieve the most productive, cost effective and responsive quality solution for all complaints and issues raised by customers.
• Plan and implement service recovery tactics for the customer affairs team, within own area of responsibility, to improve the handling of customer complaints and service recovery initiatives, with reference to the planned expansion of the organisation which will result in increased volumes of dissatisfied customer files due to the projected increase in passengers.
• Identify and manage training needs and liaise with HR colleagues in relation to recommendations for training/refresher courses in order to develop and enhance the skills and knowledge of the team. Conduct on-job mentoring to all staff and maintain progress reports.
• Meet with customers to personally deal with situation of serious gravity and complexity and potential loss of revenue or damage to Emirates image.

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

• Bachelor's Degree or Honours (12+3) related to Sociology, Psychology, Commerce or Business Administration with 8+ years' experience in a service industry with experience of managing a multi-functional operational team
• Working knowledge of airline operational facilities
• Excellent command of English, both written and oral
• Analytical and report writing skills
• Computer literacy in MS Word, Excel and E-mail including expertise in statistical analysis, data reporting and extrapolation
• Demonstrable ability to diffuse difficult situations and appease customers
• Ability to remain calm and focused under pressurised circumstances
• Knowledge of and exposure to multi-ethnic cultures in a travel and tourism context would be an advantage

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers