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 Relations 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 Relations Assistant you will need to provide comprehensive administrative support to the EK Airport Services (EKAS) customer relations program with the objective of securing goodwill of the Emirates customer and maintaining Corporate brand image.

In this role you will:

• With the intention of maximizing service recovery, thoroughly investigate and report / respond to most of the routine customer complaints from Customer Affairs and Service Audits (CASA) as well as those assigned by the Customer Relations Officer, using knowledge of the operations, department interfaces with other EK services and support departments, EKAS product categories and the distinctive features of each, published standard operating procedures (sop), service standards, systems such as MACS, MARS etc.
• To maintain and contribute towards the development of the existing system database and support filing systems for customer complaints and compliments, ensuring systematic recording of important operational incidents and occurrences along with other department generated reports received from operations / CASA.
• To collate complaint / compliment data and other relevant statistics on an ongoing basis, linking these to operational trends during the period under review. This data forms part of CR`s periodical reports, submitted by the Customer Relations Officer (CRO) to the operational management within EKAS.
• To support and assist in internal departmental surveys, research and audits as required and to highlight key areas of concern and shortfalls and suggest remedial action to CRO. Also ensure that all CR activities within its scope of responsibility are done as per ISO / Quality standards.
• To co-ordinate with various internal and external departments like CASA, Ticketing, Reservations, IFS, EK Baggage Services and DNATA Airport Services, in order to generate convincing evidence to enhance and support investigative findings / reports and also action service recoveries and other special requests.
• In times of operational shortages, and as otherwise necessary, the job holder may need to get involved in operations. This is also necessary to ensure maximum visibility of Customer Relations within EK Airport Services and to ensure an ongoing contact and involvement with the operations so that CR is updated on a real time basis with all that is taking place in the operational environment.

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

• Experience in a front line customer services role in an airline / airport handling / ground services organization, out of which at least 02 years should have been spent in the specific areas of check-in, boarding, transfer desk, passenger lounges, special handling, baggage services, ticketing and reservations etc.

You'll have an edge if you have:

• Accumulated varied experience across passenger and baggage handling and will have dealt with upgrades/downgrades of pax, offloading, denied boarding, excess baggage, mis-connections, delays, visa related issues, stop-over packages (eg. Dubai Bargain Breaks), deportations, passenger seating etc. Thorough understanding of process and procedures relating to the various areas within passenger and baggage handling (standard operating procedures), and should have a good working knowledge of MARS, MACS, BRS etc.
• Excellent communication skills, especially the ability to investigate and prepare detailed reports eg. operational discrepancies, service failures, customer complaints etc. Fluency in English (spoken and written), and knowledge of Arabic will be advantageous.
• Competent PC skills, with knowledge of Word, Excel, Power Point and MS Access.

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!

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.