Customer Service Officer – Network Control Centre

About the role

The Customer Service Officer – NCC supports flydubai’s commitment to delivering a seamless passenger experience. Acting as the communication hub between the Network Control Centre, flight operations, airports, catering and customer service teams, you will help monitor and improve service standards throughout the customer journey.

Key responsibilities

• Monitor daily operations, anticipate impacts on service delivery and proactively plan to minimise disruptions.
• Maintain accurate logs, documents and contact lists, ensuring stakeholders receive timely updates.
• Enhance passenger care during normal and disrupted operations, acting as a Customer Ambassador and following contingency procedures.
• Coordinate passenger welfare services such as catering and accommodation, balancing safety, satisfaction and business impact.
• Serve as the central information hub, escalating issues and liaising with key departments and the on‑call NCC CS Duty Manager.
• Develop expertise in the region, strengthen stakeholder relationships and continuously improve processes.

Required profile

• Bachelor’s degree in any discipline.
• 2‑5 years of experience in the travel industry or a customer‑service environment, with at least 2‑4 years in an operational role.

Required skills

• Working knowledge of airline and customer‑service operational procedures, including flight operations.
• Strong organisational, planning and problem‑solving abilities.
• Proficiency with operational systems such as AIMS and Radixx, and Microsoft Office suite.
• Excellent verbal and written communication skills in English and/or Arabic.