Customer Affairs Controller Emirates Airlines Dubai

Customer Affairs Controller at Emirates Airlines will provide full support and act as a second in charge for the management of the CASA Headquarters unit which requires managing customer complaints/claims, from investigation to conclusion in a timely and cost effective manner. Under the guidance of Manager Customer Affairs (MCA)/Customer Affairs Manager (CAM), work with operational divisions, Group Legal, Group Insurance and where required appoint legal counsel at outstations for legal cases. Respond to cases from countries National Enforcement Boards. The objective is to provide expert guidance, timely and effective service recovery, improved customer loyalty and retention, reduction of potential revenue loss and cost avoidance by thorough preparation of legal cases.

Responsibilities of Customer Affairs Controller

• Implement daily the strategies and tactics on behalf of MCA/CAM in the management of a Customer Affairs unit, ensuring customer complaints/claims are responded to in a substantive, timely and cost-effective manner while in line with CASA Global and the company’s objectives.
• To restore customer confidence, loyalty and goodwill, take action to retain customers, minimize revenue loss and protect future revenue.
• Focus must be on the Arabic community as a key market segment (Applicable to passenger only).
• Be responsible for assessing compensation levels for complaints/claims within the authority limits and refer to MCA/CAM when these limits are exceeded for guidance.
• Be accountable for the compensation provided in the annual budget process and ensure that compensation is recorded for audit and data analysis purposes.
• Assist in managing the day-to-day motivation of the unit, through personal interactions, fair distribution of duties and providing support and guidance when required.
• Distribute and monitor the daily workload and assist in monitoring individual team member’s performance and productivity against KPIs.
• Identify performance issues with MCA/CAM where required.
• Ensure thorough investigation, inclusion of all customer concerns, and adherence to departmental standards, such as response timelines, number of comebacks and quality standards (including factual accuracy, content, grammar, tone, and style), by monitoring complaint responses and customer compensation to guarantee a favorable customer reaction.
• Reinvestigate cases where passengers/agents express dissatisfaction with the initial response, service recovery. Or compensatory offer, and actively work to bring the case to a successful conclusion.
• Proactively work with Commercial, Service Delivery, Airport Services, Cargo Operations and other key internal stakeholders.
• Manage and correspond with codeshare and partner airline to resolve complaints/claims. Manage customer responses and compensation where appropriate and keep partner updated where they are responsible for the customer response. Produce monthly reports and identify trends to MCA/CAM.

What you will do more

• Ensure timely response to sensitive files from Executive Management and NEBs (e.g., US DOT, UK CAA, etc.), maintaining the quality of investigation and accuracy of provided data as per expectations and meeting set deadlines. Ensure information for legal cases is accurate and thorough for handling off to Group Legal and legal counsel.
• Represent MCA/CAM in working groups and meetings when required and respond to issues in a knowledgeable and confident manner. Maintain relationships with operational divisions and create a network of internal contacts to ensure timely investigations.
• Conduct visits to high profile customers (especially high-profile Arab community customers) within UAE to resolve. And service recover complaint/claim cases of importance and regain their confidence and loyalty, while protecting future revenues.
• Use a variety of methods for the training of new joiners and internal promotions. Set targets in advance, monitor progress, and highlight and manage deviations.

Requirements for Role of Customer Affairs Controller

• Degree or Honors (12+3 or equivalent).
• 5+ Years experience of Customer Service in Customer Relations.
• Degree in Sociology/Psychology/ Commerce or Business-related subjects
• Experience in Customer facing or customer relations or complaint management role.

Skills And Knowledge Desired

• Expert knowledge of one or more customer touchpoints e.g. sales, contact centre, airport operations, inflight services, baggage, loyalty programme etc.
• Must be fully conversant with Warsaw, Montreal and other IATA conventions and consumer protection legislation related to commercial airlines.
• Proven track record in team leadership and motivational skills.
• Excellent negotiation skills in volatile situations & should also be an arbitrator in disputes between the airline service delivery areas & the customer.
• Must be able to represent Emirates and the department at the highest levels e.g. VIPs, legal firms, consumer protection agencies.

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