No matter where business operations extend, how valuable or delicate the cargo may be, how tight the timeline is, or how unique the request might be, Emirates SkyCargo opens the door to a world of new possibilities. Designed to support global trade with speed, precision, and reliability, Emirates SkyCargo enables businesses to operate faster and more efficiently across international markets. Strategically positioned at the crossroads of Europe, Africa, and Asia, Emirates SkyCargo provides access to more than one and a half billion customers within eight hours. With an extensive global network and operations supported by one of the world’s youngest wide-body fleets, seamless connectivity is delivered between people, businesses, and the products that matter most. The Emirates fleet, comprising more than 270 aircraft, is among the youngest in the global aviation industry. Operations currently span 155 destinations across 83 countries on six continents. Dedicated freighter services operate to over 40 destinations worldwide. Contributing approximately 14% to Emirates’ total transport revenue, Emirates SkyCargo transported 2.7 million tonnes of cargo during the 2018–2019 period, playing a vital role in facilitating global trade across the Americas, Europe, Africa, the Middle East, and the Asia-Pacific region.

Cargo handling capabilities cover a wide spectrum, including agricultural produce, pharmaceuticals, perishables, sensitive and high-value shipments, oversized equipment, textiles, luxury vehicles, and specialist cargo. High service standards are maintained through continuous product development, investment in innovation, and purpose-built infrastructure designed to meet evolving logistics demands.

Customer Affairs Supervisor – SkyCargo

Job Purpose

A World leader in air cargo. We possess a geographical advantage that enables us to reach over 140 destinations across 6 continents. We are able to cater to two-thirds of the world’s population in just 8 hours and serve major international trade regions quickly and efficiently. Our SkyCargo group works in partnership to facilitate global trade and connect customers with their destinations. We have a young, efficient, wide-bodied fleet, with ample capacity to transport cargo through our state-of-the-art, multi-airport hub in Dubai and adapt to our customers ever-changing needs.  As a Customer Affairs Supervisor in the SkyCargo team, you will provide a comprehensive support service to the department, by being the first point of contact for customer communication received through all channels and endeavour to resolve the complaints.

In this role you will:

• Support the team with all administrative activities e.g. segregate customer communication, create files and send acknowledgements to customers. Handle voice mail messages and forward any communication to the respective department as appropriate.
• Handle customer correspondence [both electronic and paper based] by reading, segregating and capturing data in a timely manner, and sending standard system generated letters in response to both positive and negative feedback from passengers. Thank customers for positive feedback, and keep the appropriate internal departments informed of the feedback.
• Resolve assigned complaints by acknowledging, investigating and responding to the customer directly taking a personalised approach and by using a variety of communication methods. Resolve the issue immediately where possible and aim to regain customer confidence, restore the reputation of the company and ensure repeat business.
• Investigate assigned cases, co-ordinating with the concerned line departments to determine the cause of the complaint then consult with the Manager for guidance and necessary action especially pertaining to cases of a sensitive nature. Recommend service recovery (from a standardised matrix) suitable for the retention of the customer.
• Ensure all communication with customers is within service level agreements i.e. communicate to the customer keeping them informed of progress through to resolution within agreed departmental deadlines. Send appropriate interim replies as relevant so that the passenger is aware of the complaint status.
• Assist with data analysis, monitoring of trends and identification of service and product shortfalls deficits, to be provided in monthly reports released by the Manager.
• Recommend service, procedural and policy improvements to the Manager and assist with the change process as directed.
• Action pre-emptive files in a proactive manner when major flight disruptions, seat defects or in-flight entertainment outages occur.
• Handle customer complaints/miscellaneous issues from Blue Skywards and non Skywards members, fully investigate the issues and respond in an appropriate manner to regain customer confidence and ensure repeat business.
• Supervise the day to day activities of the Senior Customer Affairs Assistants, managing weekly task allocation, ensuring adequate coverage by managing attendance and leave plans, monitoring day to day performance and handling routine enquiries, including troubleshooting problems as they arise.

Qualification

To be considered for the role, you must meet the below requirements:

• Hold a Bachelor’s Degree (12+3 or equivalent).
• Have 3+ years of experience in the Holidays or Hospitality field.
• Possess excellent knowledge of MS Office applications.
• Have excellent English communication skills [spoken and written].
• Have good customer service skills including the ability to appease customers with complaints.
• Possess good analytical skills including the ability to analyse data.
• Have the ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.

You will have an edge if you:

• Possess knowledge of GDS
• Have experience with MARS, MACS and World Tracer

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers. 

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Customer Sales and Service Consultant – SkyCargo

Location: Dubai, United Arab Emirates
Company: Emirates Group

About the Job

Emirates SkyCargo, the air cargo division of Emirates established in 1985, is one of the world’s leading international air cargo operators. As the company continues to expand its cargo capacity and introduce specialised services, it is looking for customer-focused professionals to join its growing team. As a Customer Sales and Service Consultant, you will help customers choose the right Emirates SkyCargo products and services while delivering a high standard of service. You will also contribute to business growth by identifying sales opportunities and building positive customer relationships.

Key Responsibilities

• Assist customers by providing accurate information and recommending suitable Emirates products and services.
• Increase sales through upselling and cross-selling based on customer requirements.
• Handle customer enquiries across different communication channels with a professional and personalised approach.
• Follow company policies, operational procedures and relevant regulatory requirements.
• Keep up to date with Emirates products, services and internal systems.
• Suggest improvements to customer service, work processes and overall operational efficiency.
• Identify opportunities to improve customer satisfaction and support revenue growth.

Requirements and Qualifications

Applicants should meet the following criteria:

• High school qualification or equivalent.
• At least two years of experience in customer service or a contact centre role.
• Understanding of back-office operations, contact centre practices and airline industry procedures.
• Strong verbal, written and interpersonal communication skills.
• Ability to work efficiently in a fast-paced environment.
• Good working knowledge of Windows applications, including Microsoft Word and Excel.

Salary and Benefits

Emirates Group offers an attractive tax-free salary along with travel-related benefits. Employees can also enjoy exclusive discounts on flights and hotel stays worldwide.

Working in Dubai provides the opportunity to build an international career in a vibrant, multicultural city, with opportunities for professional development and career growth.

How to Apply

Interested candidates who meet the requirements can submit their applications through the official Emirates Group careers portal.

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