Emirates Group

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 Service Assistant - Mailing 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 Service Assistant - Mailing, you will be responsible to provide effective admin support and co-ordinate on mailing functions which are service related and need to be achieved within a particular timeframe without compromising on consistency and quality of service. Will be responsible to interact with other departments and to ensure all data/records and billing are accurately maintained and service delays are minimal.

In this role, you will:

• Co-ordination with external departments and service providers on transportation activities for change in schedule, pick-up and drop-off time etc. Ensure the job is done cost effectively, using appropriate resource in the base manner.
• Ensure the service providers have understood the requirement/request clearly and adequate resources are available with him. This is important to provide the service without any interruption in the schedule or any delays as it might result in the flight delays causing huge loss to the company in terms of cost and reputation.
• To receive operations report on transportation activities and any other required report daily. Verify it for accuracy and in case of discrepancy the matter to be sorted out with the service provider on the same day. The summary to be recorded/stored for verification again, on the receipt of invoices at the end of the month.
• On the receipt of invoices, the verification needs to be done and discrepancies or errors, if found any, to be sorted out with the representative of the service provider.
• Maintain the record of all the schedules, trip undertake, scheduled and unscheduled both, for further analysis and exception reports to be taken every month for the scrutiny of Admin Officer.
• To receive and maintain summary of complaints/feedback received in the system with the remarks, verify the reason of service failure if possible and forward it to the person in charge for further action.
• To conduct spot checks on the site to verify usage of the vehicles, cleanliness, drivers uniform, punctuality, etc.
• For airport staff transportation check arrivals and departures of bus on adhoc basis, attend to staff complaints of service. Look into cases of overcrowding, new routes/points.
• Provide a comprehensive, single point of contact across the counter to facilitate a reliable & effective customer service support to individual Cabin Crew/ Flt Deck Crew for collection of critical / non-critical official & personal mail items in the quickest manner with a smile to enable the Crew members to accomplish their other non-mailing tasks in EGHQ on arrival / departure.
• To ensure identifying the mail recipient through H.R direct using various search criteria’s before data input via iTrak, sending mail arrival intimation within 2 hours of its receipt at the counter is of paramount importance and needs to be consistently achieved in line with the OLA’s signed with the Service delivery/Flight operations department as well as in compliance with Quality & Standards’ ISO 9001.

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

• 10 Years schooling or equivalent
• More than 3 years of experience in general administration
• Advantageous to have a minimum 1-2 years in a UAE based Transport, Car rental Company.
• Computer literate with MS word and ability to use e-mail.
• Ability to communicate in other foreign language will be advantageous.

Thank you for your interest in this position. We appreciate you taking the time to apply. 

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