Customer Care Officer – Network Control Centre

About the role

The Customer Care Officer in the Network Control Centre (NCC) ensures service excellence throughout the passenger journey, especially during operational disruptions. Acting as the voice of the customer, the officer monitors daily operations, makes proactive welfare decisions and coordinates with multiple internal teams to maintain seamless service delivery.

Key responsibilities

• Monitor daily NCC operations and anticipate impacts on customer service delivery.
• Serve as the Customer Ambassador in decision‑making processes, activating welfare support (meals, hotel, transport, communication) in line with flydubai guidelines and regulatory requirements.
• Collaborate with the Network Control Duty Manager to trigger contingency plans and document actions, timelines and events.
• Coordinate communication between NCC, Flight Operations, Airports, Catering and Customer Service teams to resolve operational challenges quickly.
• Escalate high‑impact disruptions, provide updates to management and recommend action plans.
• Oversee implementation of welfare policies across HUB and outstations, ensuring alignment with company standards.
• Participate in incident and emergency management, representing the customer perspective in crisis decisions.

Required profile

• Bachelor’s degree.
• Fluent English; additional languages are a plus.
• 3‑5 years of experience in the aviation industry or an operational customer‑service role, with solid knowledge of airport operations.
• Familiarity with reservations and flight‑operations processes is advantageous.

Required skills