In an era where international trade demands absolute speed and reliability, Emirates SkyCargo has positioned itself as the premier enabler of global business. Regardless of the destination, the fragility of the cargo, or the urgency of the timeline, SkyCargo provides bespoke logistics solutions that open doors to new market possibilities. By prioritizing precision and safety, it allows businesses to operate more efficiently across borders, bridging the gap between production and consumption.

Strategic Hub and Rapid Global Reach The success of Emirates SkyCargo is deeply rooted in its strategic geographic location at the crossroads of Europe, Africa, and Asia. From its state-of-the-art hub in Dubai, the carrier can reach over 1.5 billion customers within an eight-hour flight. This unparalleled connectivity is supported by one of the world’s most modern wide-body fleets, ensuring that products move swiftly between diverse markets, connecting people and businesses with the goods that matter most.

A Modern Fleet and Dominant Global Presence The Emirates fleet is a cornerstone of its reliability, consisting of more than 270 aircraft, ranking among the youngest in the aviation industry. Currently, operations span an impressive 155 destinations across 83 countries on six continents. While many shipments travel in the belly of passenger planes, the carrier also operates dedicated freighter services to over 40 key global trade destinations.

The scale of operations is massive; during the 2018–2019 period, Emirates SkyCargo transported 2.7 million tonnes of cargo. This significant volume contributes approximately 14% of Emirates’ total transport revenue, underscoring its vital role in the company’s financial health and its contribution to facilitating trade across the Americas, Europe, Africa, the Middle East, and the Asia-Pacific region.

Specialized Handling and Innovation Emirates SkyCargo is equipped to handle a vast spectrum of logistics needs. Its specialized capabilities include:

• Perishables and Agriculture: Advanced “Cool Chain” solutions for fresh produce and flowers.
• Pharmaceuticals: World-class facilities for temperature-sensitive life-saving medicines.
• High-Value & Delicate Cargo: Specialized security and handling for luxury vehicles, textiles, and sensitive electronics.
• Industrial Goods: The capacity to move oversized equipment and heavy machinery through dedicated freighter aircraft.

By continuously investing in purpose-built infrastructure and digital innovation, Emirates SkyCargo remains at the forefront of the logistics industry, evolving to meet the complex demands of modern global supply chains.

SkyCargo Courier Express – Customer Relations Coordinator

Location

Dubai, United Arab Emirates

Position

SkyCargo Courier Express – Customer Relations Coordinator

Job Purpose

With over 40 years of global trading experience, SkyCargo connects people and businesses to a broad range of international opportunities.

The Customer Relations Coordinator role focuses on ensuring customer complaints are objectively investigated, thoroughly analysed, and professionally resolved. The position supports customer goodwill, retention, and reinforces the organisation’s reputation as a trusted, service-oriented business partner. Responsibilities also include contributing to reporting, identifying service gaps, recommending efficiency improvements, and supporting up-sell and cross-sell initiatives to enhance business value.

Key Responsibilities

Plan

• Identify recurring trends in product and service issues uncovered during complaint investigations and advise relevant section heads to implement corrective actions and service enhancements.
• Acknowledge all customer compliments and communicate positive feedback to the appropriate departments.
• Analyse and classify complaints by breaking them into key components, identifying core customer concerns, and coordinating with relevant departments to ensure comprehensive investigation.

Deploy

• Receive and respond to customer complaints, both verbal and written, ensuring reassurance is provided while investigations are conducted.
• Initiate effective service recovery actions immediately to safeguard the organisation’s professional image and customer confidence.

Lead

• Review investigation outcomes related to customer complaints and seek managerial approval for reimbursements, compensation, or goodwill gestures to restore customer confidence and encourage repeat business.
• Maintain a detailed database of complaints, feedback, and compliments to generate monthly reports and recommend policy or procedural improvements supported by data analysis.

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Execute

• Prepare and deliver clear, empathetic, and professional responses to customers, both verbally and in writing, ensuring transparency and goodwill restoration.
• Provide interim updates to customers when investigations require extended timeframes, ensuring consistent communication and status updates.

Qualifications & Experience

• Bachelor’s degree (12+3) in Business Management, Marketing, Tourism, Hospitality, or a related discipline.
• Minimum of 3 years’ experience in Customer Service or Relationship Management.
• Prior experience within an airline, aviation, tourism, or customer contact environment.
• Excellent command of written and spoken English with strong interpersonal and professional communication skills.
• Ability to remain calm, composed, and solution-focused in high-pressure situations while projecting a positive and caring corporate image.
• Strong computer proficiency, including MS Word, Excel, Outlook, and PowerPoint. Advanced Excel skills are essential.
• Knowledge of hospitality operations, B2C retail, travel, and tourism environments.

Career Opportunities

A workforce of more than 100,000 professionals drives over 50 brands within the Emirates Group. Led by the globally recognised Emirates airline and supported by the international air services provider dnata, the group operates across travel, tourism, leisure, aviation, sport, and retail sectors. A strong commitment to innovation, service excellence, and brand leadership supports long-term career growth and professional development.

Salary & Benefits

Employment in Dubai offers a competitive salary package and industry-exclusive benefits, including travel privileges and global discounts on flights and hotel stays. Additional details regarding employee benefits and lifestyle opportunities are available through the Emirates careers platform.

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