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 span on a global stage.

As a Skywards Relations Coordinator, you will have to support the delivery of a bespoke concierge experience for Emirates Skywards Elite members and VIP commercially and strategically important customers, build seamless and consistent service experience through customised journey management as well as effectively handling of any requests received and utilise a wide range of contacts within other EK 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 and assisting with creation of new process enhancing existing process and recommending member resolutions, booking ticketing etc and responding directly to members via mail fax and email 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 customer is kept minimal.
• Coordinate and support the management in making operational and strategic decisions by providing them with vital information e.g. member feedback process improvements gathered through their day-to-day operational activities. Ensure information is accurately recorded using the correct category and any other documents that need updated are done so in a timely manner (e.g. ad-hoc exceptions/feedback reports).
• Run PNR Health Checks review PNRs and action prechecks within the documented and agreed times e.g. 72hrs 48hrs 12hrs, ensuring that all the 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 SLA.
• 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 product and features.
• Review service failures worldwide post and pre-trip. Investigate all complaints which are received and liaise with team members and management to recommend remedial corrective action. This includes service recovery finalising financial settlement and ensuring that the departments best interests are served, and that customer loyalty is restored.
• Regularly meet with Programmes Manager/Service Delivery Manager to provide updates on the current service levels operational and member feedback necessary operational changes. This should be prepared prior to monthly meetings and communicated on an ad-hoc basis to ensure that issues are addressed quickly and do not impact the customer experience.
• Escalate when appropriate complaints or member queries to the Programmes Manager. When this is not possible the relations coordinator is expected to provide solutions and make decisions using precedents and SOPs and use reasonable discretion.

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 etc 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 of dealing with high- value customers/front line customer service
• Proficient with Microsoft applications e.g. MS Office Suite i.e. 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

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 hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

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 website. 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 then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group