Job Summary

Contributing to improving the customer experience and service standards throughout the customer service function. Responsible for monitoring, tracking, and actively positively impacting customer service delivery throughout the Customer Journey by being the passenger communication link of Network Control Centre (NCC), Flight Operations, Airports, Catering, and Customer Service.

Key Accountability

Monitor the progress of the daily operation and anticipate impacts to Customer Service delivery by responding affirmatively and proactively acting (looking ahead and understanding the “what if” scenarios) and planning to maintain the integrity of the operation enhancing or minimizing any potential negative impact to Customer Service.

Act as a central information and communication hub for all key departments escalating and liaising with them and the on call NCC CS Duty Manager. Organize, monitor, and manage passenger welfare such as catering and accommodation ensuring passenger safety and satisfaction while being aware of the business impact.
Be an expert in a region and with an internal service partner area developing stakeholder relationships and improving contact information and procedures and processes.

Maintain the necessary documents/logs and follow the defined procedures and processes for NCC Customer Service. Assist the NCC Supervisor / Duty Manager (NCDM) as required. Maintain the contact lists ensuring that the contact data is always up to date and stakeholders are informed at the right moment according to the procedures and process(es).
Enhance customer care during usual and disrupted operations, being the Customer Ambassador in the NCC decision-making process. During disruptions, adhere to the disruption guidelines working with the NCDM to activate contingency plans ensuring the events, actions, timeline are recorded accurately. During incidents/emergencies participate in and follow the appropriate procedures.

Education & Experience

Bachelor’s Degree in any discipline.
2-5 years’ experience in the travel industry or customer service environment with a minimum of 2-4 years in an operational area.

Required Skills

  • Working knowledge of airline and/or customer service operational procedures and practices.
  • Knowledge of Flight Operations
  • Proficiency in operational systems (AIMS, Radixx, and/or equivalents) and Microsoft Office products.
  • Organizational and planning skills.
  • Effective problem-solving skills
  • Strong verbal and written communication skills in English and/or Arabic and Russian.

About flydubai

flydubai began operations in 2009 with the aim of taking more people to more places, more often. In just a few years, flydubai has firmly established its place in the region. Today, we fly to more than 85 destinations operating out of Dubai International Airport and Al Maktoum International (DWC). We’re opening up opportunities for travel, tourism and trade across the region. By opening up new markets, we’re changing the way people look at travel while contributing to the growth of Dubai as an aviation hub.