Senior Customer Affairs Assistant in Emirates Air Line

Senior Customer Affairs Assistant
Dubai


The Emirates Group is a highly profitable business with a turnover of approximately US$ 11 billion and over 36,000 employees(and growing rapidly towards 50,000 over the next 3 years). The Group comprises of Dnata, the successful Airport Ground Services and Travel Industry division, and Emirates, the Group's rapidly expanding and award winning international Airline..

The Position:

Senior Customer Affairs Assistant: Generic

* Support CASA team with all pre-investigation administrative activities e.g. segregate customer communication, check for duplicate issues, create file in database, send acknowledgements [both manual and mass mailing] to customers. Handle all voice mail messages on a daily basis, record all the details correctly and organise fair distribution and allocation of verbal customer complaints to the CAOs.
* Create new files in the CRIS CASA database on a daily basis; ensure that data is accurately captured and coded (to ensure accurate reporting of trends in customer satisfaction/dissatisfaction reports produced by the Service Audit Unit).
* Provide admin support to CASA team during investigation e.g. order PNRs, obtain Voyage Reports, Engineering Logs, process e-workflow requests for upgrades & cheques, issue/arrange Duty Free Vouchers, Bonus Bond Vouchers, Tickets, MCOs and other forms of service recovery approved by SVP/VP/Customer Affairs Managers.
* Provide admin support to CASA team, post investigation e.g. printing/emailing of written communication to customers.
* Be the first point of contact within CASA and create a professional and helpful image of the Emirates Group; ensure that the reception desk/telephone lines are manned at all times during normal working hours and provide a personalised service to all customers at the CASA lounge.
* Handle Passenger Feedback Forms [approximately 1750 per month on an average] by reading, segregating, capturing data in CRIS in a timely manner, on a daily basis, and sending standard system generated letters in response to both positive and negative feedback from passengers.
* Action voyage reports/KIS reports relating to medical assistance on board, by writing ?thank you? letters to doctors for their assistance onboard.
* Handle miscellaneous/routine requests from customers within corporate guidelines, such as reimbursement of Dry Cleaning Vouchers, exchange of defective Duty Free items purchased onboard etc. and respond to them within set time limits.
* Handle correspondence relating to ?Lost & Found? items in order to ensure that the property is returned to the customer as soon as possible.
* Record attendance/overtime of CASA staff accurately in the TER system within the prescribed time frame.

Senior Customer Affairs Assistant: Baggage Claims

* Process the proration and missing baggage claims in accordance with the international Conventions, IATA resolutions, Emirates Conditions of Carriage and as per the Emirates Baggage Claims procedures.
* Assist and support the Customer Affairs Manager (Baggage Claims), providing an administration service and assisting with the day to day baggage activities network-wide.
* Ensure, debit and credit of prorated baggage claims amounts from other carriers within the laid down time frame by processing all baggage related documentation accurately.
* Interrogate the Baggage World Tracer system to ensure any payments made by Emirates stations network-wide for interline baggage claims are received and processed for proration to recover outstanding unpaid amounts.
* Provide statistical data to Customer Affairs Manager (Baggage Claims) on baggage prorations, on a monthly basis.
* Be the first point of contact within CASA (via telephone or at the CASA lounge) for baggage claim related cases and create a professional and helpful image of the Emirates Group.
* To provide accurate information to CASA's team of Customer Affairs Officers dealing with baggage complaints.
* Record attendance/overtime of CASA staff accurately in the TER system within the prescribed time frame.
* Assist with improving processes and timescales in relation to receiving incomplete baggage claim files for proration from Emirates stations network-wide.
* Assist the CASA team in dealing with the interline carrier involved in baggage proration.

Salary & Benefits:

We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66. Besides travel benefits normally associated with an airline, more information on employee benefits is available within the 'Working Here' section of this site. By viewing the 'Dubai Lifestyle' section in the site you can also consider the benefits of Dubai as a location to live and work in.

Experience and Qualifications:

* Vocational or Diploma (12+2 or equivalent)
* Experience in the travel industry, particularly in a front line customer service position. In addition, experience in dealing with and resolving customer conflict situations.
* Excellent communication skills including fluency in English (spoken and written).
* Good customer service skills including the ability to appease customers with complaints.
* Typing skills of 50 wpm and proficient with Microsoft computer packages i.e. Word, Excel, Powerpoint and a working knowledge of MARS/MACS.
* Good mathematical skills including the ability to analyse simple data and present trends.
* Must be able to project a favourable and caring image of the Group.
* Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.

Additional for Baggage Claims:

* Experience in Passenger and Baggage handling with a good knowledge of all aspects of dealing with mishandled baggage.
* Must have basic knowledge of IATA rules and regulations governing Baggage proration.
* Must have passed the basic Passenger Handling, Baggage Tracing and Emirates Baggage Claims course and be trained to operate the baggage World Tracer system.
* Experience of MARS, MACS and CRIS would be an advantage.

To Apply:

To express your interest in the above vacancy please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. Please also note that if you are not shortlisted you can also update your application at anytime and apply for other opportunities. Thank you for your interest in a career with the Emirates Group