Cargo Customer Affairs Controller

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Finance & AccountingExperience: 5+ yearsEducation: bachelorsSkills: ["Team leadership","Motivation","Negotiation","Arbitration","Service recovery"]

Lead the CASA Headquarters Customer Affairs unit as second in charge, ensuring customer complaints/claims are investigated and concluded in a timely, cost-effective way. Implement strategies set by the Customer Affairs leadership, assess compensation within authority limits, and drive service recovery to protect revenue and loyalty. Coordinate with operational divisions, Group Legal/Insurance, and partner airlines; handle sensitive enforcement-board cases; produce monthly reports and lead reinvestigations to successful outcomes.

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Emirates Group
Emirates Group
5 days ago

Cargo Customer Affairs Controller

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead the CASA Headquarters Customer Affairs unit as second in charge, ensuring customer complaints/claims are investigated and concluded in a timely, cost-effective way. Implement strategies set by the Customer Affairs leadership, assess compensation within authority limits, and drive service recovery to protect revenue and loyalty. Coordinate with operational divisions, Group Legal/Insurance, and partner airlines; handle sensitive enforcement-board cases; produce monthly reports and lead reinvestigations to successful outcomes.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Finance & Accounting
Seniority: Manager level

Key Responsibilities

  • •Provide full support and act as second in charge for the CASA Headquarters Customer Affairs unit, managing complaints/claims from investigation to conclusion.
  • •Implement daily strategies and tactics to ensure timely, cost-effective responses aligned with CASA Global and company objectives.
  • •Assess compensation levels within authority limits and ensure compensation is recorded for audit and data analysis.
  • •Monitor complaint responses and customer compensation for thorough investigations and meeting departmental response and quality standards.
  • •Reinvestigate unsatisfied passenger/agent cases, coordinate with internal stakeholders and partner airlines, manage sensitive enforcement-board files, and produce monthly trend reports.

Key Requirements

  • •Degree or Honours qualification (12+3 or equivalent).
  • •Minimum 5 years of experience in Customer Service and Customer Relations.
  • •Expert knowledge of customer touchpoints (e.g., sales, contact centre, airport operations, inflight services, baggage, loyalty programme).
  • •Must be fully conversant with Warsaw, Montreal, and other IATA conventions and consumer protection legislation related to commercial airlines.
  • •Proven track record in team leadership and motivational skills, with excellent negotiation skills for volatile situations and arbitrating disputes.
Experience:5+ years
Education:Bachelor's
Skills:Team leadershipMotivationNegotiationArbitrationService recovery

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn