Customer Affairs Controller at Emirates Airline

Emirates Airline is looking for suitable candidate with Bachelor Degree in Sociology/Psychology/ Commerce and 5+ Years of Customer Service experience for position of Customer Affairs Controller in Dubai International Airport, Terminal 3, Entrance 1, Departure Area, Dubai, UAE. This job main responsibilities is to 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. The tax free Salary offered by the Company is 3000-4000 AED. Both Male and Female can apply. This job ID number is 240000L1.

What you will do as a Customer Affairs Controller at Emirates Airline

  • Ensure that customer confidence, loyalty and goodwill is restored to retain customers, minimise revenue loss and to 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.
  • 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.
  • 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 our partner updated (and v.v.) where we are responsible for the customer response.
  • Produce monthly reports and identify trends to MCA/CAM.
  • 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.
  • 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.


  • Bachelor Degree in Sociology/Psychology/ Commerce or Business-related subjects


Other Skills

  • 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 and should also be an arbitrator in disputes between the airline service delivery areas and the customer.
  • Must be able to represent Emirates and the department at the highest levels e.g. VIPs, legal firms, consumer protection agencies.

Cargo Procedures Officer at Emirates Airline

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