Customer Affairs Officer – New York

About the role

The Customer Affairs Officer will manage and resolve passenger complaints for the Emirates Group in New York. You will act as the primary point of contact, ensuring timely, professional communication and restoring customer confidence.

Key responsibilities

• Receive, investigate, and respond to all customer complaints, following service‑level agreements.
• Coordinate with Legal, Corporate Communications, Insurance, Sales and other departments to determine root causes and appropriate compensation.
• Prepare written responses, interim updates, and final resolutions, keeping customers informed throughout the process.
• Maintain accurate records in the CRIS database, audit outcomes, and produce monthly trend reports.
• Recommend procedural and policy improvements to senior management.
• Handle baggage‑related inquiries, liaise with relevant teams, and follow up to ensure goodwill.
• Support escalated cases that proceed to tribunals or courts, including pre‑work and attendance at hearings.

Required profile

• Graduate degree or equivalent qualification.
• Minimum 5 years of experience handling customer complaints, preferably in an airport or airline environment.
• Strong analytical ability to monitor trends and identify service shortfalls.
• Excellent written and verbal communication skills.

Required skills