Skywards Relations Coordinator (Temporary 6 Month Contract)
Job description / Role
Employment: Full Time
Job purpose
At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always 'Fly Better.' As one of the most recognised and admired brands globally, we're driven by innovation and excellence. Join us as a Skywards Relations Coordinator and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation.Here, you'll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.
As a Skywards Relations Coordinator, you will support the delivery of a bespoke concierge experience for Emirates Skywards Elite members and VIP commercially and strategically important customers. You will build a seamless and consistent service experience through customised journey management, effectively handle any requests received, and utilise a wide range of contacts within other Emirates departments to maintain service quality levels that exceed customer expectations.
In this role, you will:
- Review processes and identify areas for improvement which will result in improved customer service. Continuously monitor the service offering and ensure that opportunities are identified to improve and enhance the delivery and servicing of the programme.
- Investigate and resolve customer queries by analysing cases, interpreting data, assisting with creation of new processes, enhancing existing processes, recommending member resolutions, booking, ticketing, etc., and responding directly to members promptly.
- Coordinate with other departments in times of disruption and interact directly with Reservations Services and other departments for any operationally critical requirements, ensuring that the impact on customers is kept minimal.
- Coordinate and support management in making operational and strategic decisions by providing vital information such as member feedback and process improvements gathered through day-to-day operational activities. Ensure information is accurately recorded using the correct category and update any necessary documents in a timely manner (e.g., ad-hoc exceptions and feedback reports).
- Run PNR health checks, review PNRs, and action prechecks within the documented and agreed times (e.g., 72 hours, 48 hours, 12 hours), ensuring that all components are prepared, confirmed, and potentially amended for the upcoming journey.
- Review request queues and ensure all are actioned. Monitor mailboxes and action emails as per priority to meet the service level agreement.
- Clearly understand and adhere to programme policies, procedures, and processes, as well as Reservation Services and Airport procedures. Stay fully knowledgeable on all aspects of the Skywards Programme, Emirates products, and features.
- Review service failures worldwide post and pre-trip. Investigate all complaints received and liaise with team members and management to recommend remedial and corrective actions. This includes service recovery, finalising financial settlements, and ensuring that the department's best interests are served and customer loyalty is restored.
- Regularly meet with the Programmes Manager or Service Delivery Manager to provide updates on current service levels, operational and member feedback, and necessary operational changes. Prepare for monthly meetings and communicate on an ad-hoc basis to ensure issues are addressed quickly and do not impact the customer experience.
- Escalate complaints or member queries to the Programmes Manager when appropriate. When escalation is not possible, provide solutions and make decisions using precedents and standard operating procedures, exercising reasonable discretion.
Qualification
To be considered for the role, you must meet the following requirements:
- A minimum of 12 years of schooling or equivalent, with at least 3 years of customer service or customer relations experience.
- Hands-on experience within airline operations, ticketing, lounge check-in, or customer service experience with exposure to a contact centre or customer-facing environment.
- Knowledge of Emirates Skywards Programme and/or other loyalty programmes with experience dealing with high-value customers or front-line customer service.
- Proficient with Microsoft applications such as MS Office Suite (Excel, PowerPoint, Word, Outlook). Strong analytical skills required to drive informed decision making.
- Proven ability to streamline processes for enhanced efficiency and productivity.
- Excellent communication skills.
- Arabic is a plus for this role.
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 hotel stays around the world. Experience living and working in a fast-paced, cosmopolitan home city.
Emirates Group is an international organisation with employees from over 170 nationalities. We encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers platform. Please ensure your CV is up to date for our talent acquisition team to review your profile.If you meet the criteria of the role, you will be invited to complete a video interview to share more about your experience and career aspirations. If shortlisted, you will then be invited to interview with our hiring managers. If successful, your recruiter will reach out to you with an offer, and our onboarding team will ensure a smooth transition to your new role at Emirates Group.
About the Company
A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.
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