Job Purpose: JOB PURPOSE Effectively handle customer complaints, fully investigate issues and service failures and provide a personalised response to the customer using a variety of communication methods, to regain customer confidence. Where required, recommend appropriate compensation or service recovery. Make recommendations to the line manager to improve service shortfalls confidence in order to ensure repeat business and sustain the growth of Emirates.

Qualifications & Experience: MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: Degree or Honours (12+3 or equivalent) Experience : Airport Operations. Passenger Handling 5+ Years Knowledge/Skills: Knowledge/Skills: - Experience in a customer facing role in airline or hospitality industry - Alternatively, experience can be in a service industry, preferably travel related such as a travel agency, contact centre - Experience with reservations, GDS and/or airport systems is an advantage - Thorough knowledge of MS office applications such as MS Word and Excel. - Excellent communication skills including fluency in formal Arabic and English (spoken and written) - Report writing skills - Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.