Cargo Customer Affairs Controller

About the role

As a Cargo Customer Affairs Controller you will act as the second‑in‑command of the Customer Affairs unit at Emirates SkyCargo’s CASA Headquarters. You will oversee the end‑to‑end handling of customer complaints and claims, ensuring investigations are completed promptly, resolutions are cost‑effective and customer loyalty is restored.

Key responsibilities

• Implement daily strategies defined by the Manager Customer Affairs to manage complaints and claims in line with corporate objectives.
• Assess compensation levels within authority limits and coordinate escalations when limits are exceeded.
• Collaborate with operational divisions, Group Legal, Group Insurance and external counsel to prepare and defend legal cases.
• Monitor workload distribution, team performance against KPIs and provide coaching to maintain high productivity.
• Ensure accurate recording of compensation for audit and data‑analysis purposes.
• Focus on the Arabic community as a key market segment, delivering culturally appropriate service recovery.
• Respond to cases from national enforcement boards and maintain compliance with CASA Global policies.

Required profile

• Proven experience in handling customer complaints, claims or dispute resolution within the air cargo or logistics sector.
• Strong analytical ability to evaluate compensation and potential revenue impact.
• Excellent communication skills in English; Arabic proficiency is an advantage.
• Ability to work under pressure, prioritize multiple cases and meet tight deadlines.
• Leadership qualities to motivate a team and manage daily operations.

Required skills