Customer Service Coordinator

Website Emirates Flight Catering

Job Description:

Demonstrated commitment to customer service excellence and continuous improvement.

Job Responsibilities:

  • Assist the Senior Manager – Commercial and Services so we continue to be customer centric by ensuring the service level agreements (SLAs) between EKFC and Airlines are maintained through clear lines of communication with all the key stakeholders.
  • Manage and coordinate airline customers’ new catering solutions (menu change, new or special menus, provisioning changes or charters)
  • Responsible in dissemination of airline customers’ notices, updates, schedule changes, operational and menu changes to HODs
  • Responsible for following-up with the respective departments to ensure that NCRs are returned within 2 business days
  • Accountable for consolidating internal NCR responses from HOD’s
  • out ‘root cause’ analysis on the returned responses and has follow-up discussions with the concerned HODs to determine the real reason for the service failures.
  • Identifies opportunities for upselling and increasing revenue
  • professional and thorough responses to new airline customer queries on EKFC2 services
  • Manages new airline catering services start up via coordination with all HODs and timely dissemination of airline information internally. Ensures menus, equipment and services are defined and issued accordingly
  • Escalates payment reminders to airline customer as and when highlighted by Finance team. Monitors financial guarantees and deposits, escalating to Senior Manager – Commercial and Services prior to business exposure
  • Responsible for following-up with the relevant departments in investigating and analysing the service failure reports. Provides recommendation for operational improvements
  • charge of producing monthly report to determine trends analysis on airline customers’ non-conformance reports to Senior Manager – Commercial and Services
  • Monitors service failure trends and presenting the same to the respective HOD’s for corrective actions to be taken before unfavourable performance occurs and reflected in the monthly EK2 Balanced Score Card and the EKFC / Airline SLA.
  • Reports to Senior Manager – Commercial and Services on a weekly basis with regard to Service Delivery compliance.
  • Accountable for closing-out the pertinent action plans from the respective HODs to demonstrate and communicate positive outcomes are reached

Job Requirements:

  • Previous experience working in an Account Management position
  • Airline inflight service experience – Must have
  • Self-motivated with the ability and initiative to achieve results individually and as part of a team.
  • Demonstrated ability to work in meeting strict deadlines without compromising quality.
  • General knowledge of Aviation Safety and Security is an advantage (preferable)
  • Working knowledge of Food Safety requirements and systems is desirable.
  • High level of proficiency in the use of the Microsoft Office Suite.
  • Demonstrated ability to work under pressure undertaking a number of simultaneous projects and the ability to prioritize
  • Organizational skills and attention to detail
  • Airline catering experience – Preferable
  • Bachelor’s Degree in Commerce, Business Administration or Hospitality
  • Must have excellent written and verbal English communication skills.
  • Demonstrated detailed and fact based understanding of customer profiles, needs and priorities.
  • Ability to build effective working relationships with customers and peers.

Job Details:


Company: Emirates Flight Catering

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

To apply for this job please visit www.linkedin.com.


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