Customer Affairs Controller – Dubai, United Arab Emirates

Customer Service
  • Customer Service
  • Dubai


Customer Affairs Controller – Dubai, United Arab Emirates


Welcome to Emirates, a leading airline renowned for its commitment to exceptional service and innovation. As a Customer Affairs Controller, you’ll play a pivotal role in managing customer complaints and claims, ensuring timely resolution and maintaining our reputation for excellence. Join our dynamic team in Dubai and embark on a rewarding career with attractive benefits.

Job Summary:

As a Customer Affairs Controller, you’ll work closely with the Manager Customer Affairs (MCA)/Customer Affairs Manager (CAM) to oversee the CASA Headquarters unit. Your responsibilities will include managing customer complaints and claims, coordinating with operational divisions and legal teams, and ensuring effective service recovery. By providing expert guidance and support, you’ll contribute to enhancing customer loyalty, minimizing revenue loss, and protecting future revenue streams.

Key Responsibilities:

  • Implement strategies and tactics to manage customer complaints and claims effectively.
  • Assess compensation levels within authority limits and escalate when necessary.
  • Motivate and support team members, monitoring performance against KPIs.
  • Ensure thorough investigation and timely responses to customer complaints.
  • Collaborate with internal stakeholders and partner airlines to resolve issues.
  • Produce monthly reports and identify trends for continuous improvement.
  • Represent the department in meetings and maintain relationships with key stakeholders.
  • Conduct visits to high-profile customers to resolve complaints and regain loyalty.
  • Provide training and support for new team members and internal promotions.

Qualifications & Experience:


  • Degree or Honours (12+3 or equivalent)


  • 5+ Years of Customer Service – Customer Relations


  • Degree in Sociology/Psychology/Commerce or Business-related subjects
  • Experience in customer-facing or complaint management roles

Preferred Qualifications:

  • Expert knowledge of customer touchpoints such as sales, contact center, airport operations, etc.
  • Familiarity with Warsaw, Montreal, and other IATA conventions and consumer protection legislation.
  • Proven track record in team leadership and negotiation skills.
  • Ability to represent Emirates at various levels, including VIPs and legal firms.

Salary & Benefits:

Join us in Dubai and enjoy an attractive tax-free salary along with exclusive travel benefits, including discounts on flights and hotel stays worldwide. Learn more about our employee benefits on our website Emirates Careers. Explore the vibrant lifestyle of Dubai in the Dubai Lifestyle section.

Application Process:

To apply, please submit your application in English through our website. For more information or inquiries, contact us at

Expert Tips To Be A Successful Applicant for Customer Affairs Controller:

  1. Demonstrate Customer Focus: Showcase your ability to prioritize customer satisfaction and handle complaints professionally.
  2. Highlight Leadership Skills: Emphasize your experience in team leadership and motivation, essential for guiding and supporting your team effectively.
  3. Legal Knowledge: If applicable, illustrate your understanding of consumer protection legislation and international conventions relevant to the airline industry.
  4. Communication Skills: Showcase your excellent communication and negotiation skills, vital for resolving disputes and representing the company at various levels.
  5. Adaptability: Demonstrate your ability to thrive in dynamic environments and handle volatile situations with ease.
  6. Attention to Detail: Highlight your meticulous approach to investigations and ensuring compliance with departmental standards.
  7. Industry Knowledge: Showcase your understanding of airline operations and customer touchpoints, providing insights into potential areas for improvement.
  8. Cultural Sensitivity: Highlight any experience or knowledge you have of catering to diverse customer demographics, particularly in the Arabic community.
  9. Continuous Learning: Express your commitment to ongoing professional development and staying updated with industry trends and best practices.
  10. Passion for Service Excellence: Convey your enthusiasm for delivering exceptional service and contributing to the company’s reputation for excellence.


[Your Name]

[Your Address]

[City, State, Zip Code]

[Your Email Address]

[Your Phone Number]


[Hiring Manager’s Name]

[Company Name]

[Company Address]

[City, State, Zip Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Customer Affairs Controller position at Emirates, as advertised. With over [X years] of experience in customer service and complaint management roles, along with a degree in [Your Degree], I am confident in my ability to contribute effectively to your team.

During my tenure at [Previous Company], I successfully led a team of customer service representatives, implementing strategies to enhance service quality and streamline complaint resolution processes. My experience in liaising with legal teams and representing the company in high-stakes situations has equipped me with the skills necessary to thrive in this role.

I am particularly drawn to the opportunity to work with Emirates, a renowned airline known for its commitment to excellence and innovation. I am impressed by your dedication to providing exceptional service and am eager to contribute to maintaining your reputation as a leader in the industry.

I am excited about the prospect of joining your team and am confident that my skills and experience align well with the requirements of the role. I look forward to the opportunity to discuss how I can contribute to the success of your team further.

Thank you for considering my application. I am available for an interview at your earliest convenience and can be reached at [Your Phone Number] or [Your Email Address].


[Your Name]

Best wishes,




Emirates is committed to attracting and retaining the best talent from diverse backgrounds. We are an equal opportunity employer and do not charge any application or recruitment fees, whether refundable or not.

To apply for this job please visit

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