Customer Affairs Supervisor - SkyCargo

About the role

Emirates SkyCargo, a world leader in air cargo serving over 140 destinations across six continents, is hiring a Customer Affairs Supervisor in Dubai. The supervisor acts as the first point of contact for customer communications received through all channels and works to resolve complaints, while supporting the team with administrative tasks and supervising the Senior Customer Affairs Assistants.

Key responsibilities

• Support the team with administrative activities such as segregating customer communications, creating files and sending acknowledgements.
• Handle voicemail messages and forward communications to the right departments.
• Read, segregate and capture data from customer correspondence (electronic and paper) and send standard system-generated letters in response to positive and negative feedback.
• Resolve complaints by acknowledging, investigating and responding personally, aiming to restore customer confidence and repeat business.
• Coordinate with line departments to find the cause of complaints, consult the Manager on sensitive cases, recommend service recovery from a standardised matrix and keep customers informed within service level agreements.
• Assist with data analysis, trend monitoring and monthly reports, and recommend service, procedural and policy improvements.
• Act proactively on pre-emptive files during major flight disruptions, seat defects or in-flight entertainment outages.
• Handle complaints from Blue Skywards and non-Skywards members.
• Supervise the day-to-day activities of the Senior Customer Affairs Assistants, manage weekly task allocation, attendance and leave plans, monitor performance and handle routine enquiries.

Required profile

• Bachelor's degree (12+3 or equivalent).
• 3+ years of experience in the holidays or hospitality field.
• Excellent spoken and written English and good customer service skills, including dealing with complaining customers.
• Analytical skills and the ability to stay calm under pressure.

Required skills

• Excellent knowledge of MS Office applications.
• Nice to have: knowledge of GDS, and experience with MARS, MACS and World Tracer.

What we offer

• An attractive tax-free salary.
• Travel benefits including discounts on flights and hotel stays worldwide.