Emirates Group

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To provide 24-7 operational support to facilitate safe and efficient departure and arrival processes for Flight and Cabin Crew. The role holder is responsible for a wide variety of operational tasks including ensuring the correct number of legal crew report for departing flights, producing destination specific mandatory documentation and providing outstanding customer service to Emirates crew that depart/arrive through the Crew Operations facility.

In this role you will:

• Proactively monitor the crew reporting process to ensure the correct number of rostered crew report on time and are provided with flight and destination specific legal documentation e.g. General Declarations, Customs forms etc.
• Identify and resolve discrepancies, and process exceptions occurring during check-in, including crew no-show, lateness, missing/incorrect documentation, and last-minute sickness.
• Oversee the Crew Airport Standby Lounge and facilitate the standby crew allocation process. Ensure that crew called from standby and fully prepared, briefed for duty and are provided with the correct documentation to protect on time performance.
• Support the execution of all departmental contingency plans in response to any type of operational disruption including bad weather, aircraft incident, severe traffic congestion in DXB and/or airside tunnel closures.
• Work closely and effectively with all `day of ops? stakeholders including DXB Immigration, Customs and Police teams, dnata, Airport Services and Crew Scheduling to resolve issues and support the delivery of a punctual Crew Journey.
• Initiate manual procedures following major system outages and mobilise support teams across Emirates and dnata to ensure an effective operation.
• Provide a single point of contact monitoring and resolving issues during the crew arrival process, including baggage carousel issues, arrival transport delays, Customs and Immigration issues, meeting and assisting sick crew members and the collection of all relevant arrival flight documentation.
• Responsible for the twice daily Health and Safety walk around of the Crew Operations facility across Departures (including 42 crew briefing rooms) and Arrivals, ensuring all issues raised, logged and followed up with the respective facilities teams.

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

• 12 Years schooling or equivalent
• 3+ Years Experience in Customer Service experience in a fast-paced dynamic working environment
• An administration and customer service background, preferably within an operational environment or with good operational awareness.
• Exceptional Customer Services skills is a must.
• Strong ability to multi-task and work under pressure.
• Enthusiastic and flexible attitude with a proactive approach to problem solving.
• Must be able to operate independently with limited/general supervision.
• Awareness of crew regulatory requirements preferred.
• Ability to work shift patterns (day/night)

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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 hotels stays around the world. 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