Senior Customer Affairs Assistant - SkyCargo (12 Month Temporary Contract)

Emirates Group
Dubai
Workplace: OnsiteTemporaryFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: high_schoolSkills: ["Communication","Customer service","Conflict resolution","Data analysis","Professionalism"]

Provide first-point-of-contact administrative and support services for the SkyCargo CASA department, handling customer communications across channels and supporting complaint resolution or referral to Customer Affairs Officers. Maintain CASA records in CRIS, manage acknowledgements, and create files for feedback and passenger requests. Process baggage proration and missing baggage claims, handle Lost & Found and routine customer requests, and support investigation workflows with accurate documentation and reporting.

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FursaFursa
Emirates Group
Emirates Group
2 days ago

Senior Customer Affairs Assistant - SkyCargo (12 Month Temporary Contract)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide first-point-of-contact administrative and support services for the SkyCargo CASA department, handling customer communications across channels and supporting complaint resolution or referral to Customer Affairs Officers. Maintain CASA records in CRIS, manage acknowledgements, and create files for feedback and passenger requests. Process baggage proration and missing baggage claims, handle Lost & Found and routine customer requests, and support investigation workflows with accurate documentation and reporting.
Location: Dubai
Workplace: Onsite
Employment Type: Temporary · 12 months
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Serve as the first point of contact for customer communication across written, electronic, and verbal channels; handle complaints by resolving or referring to Customer Affairs Officers.
  • •Support CASA administrative processes before and during investigations, including creating and managing files in CRIS, recording voicemail details, and sending acknowledgements.
  • •Create and maintain CASA records and capture Passenger Feedback Forms data in CRIS and send standard system-generated letters for positive and negative feedback.
  • •Process proration and missing baggage claims in line with international Conventions and IATA/Emirates procedures, including interline documentation, debit/credit actions, and Baggage World Tracer checks.
  • •Handle Lost & Found correspondence, routine customer requests within guidelines, and accurately record CASA staff attendance/overtime in the TER system.

Pay and Benefits

Perks:Tax-free SalaryTravel AllowanceFlight DiscountsHotel Discounts

Key Requirements

  • •3+ years of experience in a customer service or customer relations role.
  • •Highschool degree or higher qualification.
  • •Experience in the travel industry in a front line customer service position, including resolving customer conflict situations.
  • •Excellent communication skills with fluency in English (spoken and written).
  • •Typing skills of 50 wpm and proficiency with Microsoft Word, Excel, PowerPoint, plus working knowledge of MARS/MACS and CRIS.
Experience:3+ yearsTravel industryPassenger handlingBaggage handling
Education:High School
Skills:CommunicationCustomer serviceConflict resolutionData analysisProfessionalism
Languages:English
Tech Stack:Microsoft WordMicrosoft ExcelPowerPointMARS/MACSCRISCRIS CASA databaseTER systemBaggage World TracerPNRVoyage ReportsEngineering Logs

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