Senior Customer Affairs Assistant – SkyCargo (12‑Month Temp)

About the role

Emirates SkyCargo is looking for a Senior Customer Affairs Assistant to provide comprehensive administrative support to the Customer Affairs (CASA) department. You will be the first point of contact for all customer communications, handling inquiries, complaints and baggage claims across multiple channels.

Key responsibilities

• Screen telephone calls, emails and written messages, resolve simple issues or forward to Customer Affairs Officers.
• Process proration and missing‑baggage claims following standard procedures.
• Create and maintain customer files in the CRIS CASA database, ensuring accurate data capture and coding.
• Distribute voicemail messages and allocate verbal complaints to the appropriate officers.
• Support investigations by ordering PNRs, obtaining Voyage Reports, Engineering Logs and processing e‑workflow requests for upgrades, vouchers and service recovery.
• Handle post‑investigation communications, including printing and emailing written responses.
• Manage the CASA reception desk and lounge, ensuring a professional and helpful image of the Emirates Group.
• Process approximately 1,750 passenger feedback forms each month, entering data into CRIS and generating standard acknowledgements.

Required profile

• Proven experience in a customer‑service or administrative role within aviation or logistics.
• Strong attention to detail and ability to work under tight deadlines.
• Excellent written and verbal communication skills in English.
• Ability to handle confidential information with discretion.
• Team‑oriented mindset with a proactive approach to problem solving.

Required skills

• CRIS CASA database

What we offer

• 12‑month fixed‑term contract with the opportunity to work in a global air‑cargo leader.
• Competitive benefits and exposure to a multicultural environment.
• Professional development and training within Emirates SkyCargo.