Customer Care Officer – Network Control Centre

About the role

The Customer Care Officer in the Network Control Centre (NCC) ensures service excellence by overseeing the operational flow of the customer care function during disruptions. You will act as the customer ambassador, making proactive decisions to safeguard the passenger journey.

Key responsibilities

• Monitor daily operations and anticipate impacts on service delivery.
• Make operational decisions on welfare support (meals, accommodation, transport, communication) in line with flydubai guidelines.
• Collaborate with the Network Control Duty Manager to activate and document contingency plans.
• Serve as the central communication hub between NCC, Flight Operations, Airports, Catering, and Customer Service teams.
• Escalate high‑impact disruptions and provide management with action plans.
• Oversee welfare policy implementation across HUB and outstations.
• Participate in incident and emergency management, representing the customer perspective.

Required profile

• Bachelor’s degree with 3‑5 years of experience in the aviation industry or a customer‑service operational role.
• Strong knowledge of airport operations; familiarity with reservations and flight operations is an advantage.
• Fluent in English; additional languages are a plus.
• Demonstrated customer focus, teamwork, effective communication, and resilience.

Required skills

What we offer

• Opportunity to work in a dynamic, fast‑paced airline environment.
• Exposure to cross‑functional teams and crisis management.
• Professional development within a leading carrier.