Customer Affairs Officer

Emirates Group
São Paulo
Full timeFunction: Data Science & Machine LearningSkills: ["Analysis","Communication","Stakeholder management"]

Handle escalated customer cases by conducting pre-work, attending hearings, and coordinating with Group Legal or local lawyers. Audit complaints and investigations, update the CRIS customer affairs database with compensation or goodwill decisions, and analyze trends to identify service and product shortfalls. Provide monthly reports and recommend process and policy improvements, including support for sensitive complaints and baggage claims when required.

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FursaFursa
Emirates Group
Emirates Group
3 days ago

Customer Affairs Officer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Handle escalated customer cases by conducting pre-work, attending hearings, and coordinating with Group Legal or local lawyers. Audit complaints and investigations, update the CRIS customer affairs database with compensation or goodwill decisions, and analyze trends to identify service and product shortfalls. Provide monthly reports and recommend process and policy improvements, including support for sensitive complaints and baggage claims when required.
Location: São Paulo
Employment Type: Full time
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Conduct necessary pre-work and attend tribunal/court hearings for escalated cases.
  • •Liaise with Group Legal or local lawyers as required and keep the Customer Affairs Manager informed of outcomes.
  • •Audit complaint and investigation outcomes and update CRIS with compensation or goodwill gestures offered.
  • •Analyse complaint/investigation data, monitor trends, identify service and product shortfalls, and provide monthly reports.
  • •Recommend improvements to service, procedures, and policies; assist with change process as directed, including handling sensitive complaints and relevant baggage claims.

Key Requirements

  • •Experience in airport operations or a customer contact department in an airline or tourism industry.
  • •Experience in the service industry, preferably travel-related (e.g., a Travel Agency).
  • •Knowledge of MARS, MACS, and Travel Agency GDS (e.g., Amadeus, Galileo) is an advantage.
  • •Knowledge of the World Tracer System, MARS, MACS, and CRIS.
  • •Excellent MS Office skills.
Experience:AirlinesTravelTourismAirport operations
Skills:AnalysisCommunicationStakeholder management
Languages:English
Tech Stack:CRISCustomer Affairs electronic databaseWorld Tracer SystemMARSMACSMS OfficeAmadeusGalileo

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