With more than 40 years of global trading experience, SkyCargo connects people and businesses worldwide, delivering reliable logistics solutions while maintaining a strong service-oriented reputation. This role plays a critical part in protecting that reputation by ensuring customer feedback and complaints are handled professionally, empathetically, and efficiently.
Role Overview
As a Customer Relations Coordinator, you will work closely with the team and department manager to investigate, analyze, and respond to customer complaints and feedback. The goal is to secure customer goodwill, restore confidence, and ensure repeat business while identifying opportunities to improve services, processes, and value propositions.
This position requires excellent communication skills, analytical thinking, and the ability to remain calm under pressure while representing the brand positively at all times.
Key Responsibilities
The role covers planning, execution, coordination, and leadership in customer relations, including:
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Investigating and analyzing customer complaints to identify root causes
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Coordinating with internal departments to ensure thorough and objective investigations
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Identifying trends in service or product issues and recommending improvements
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Acknowledging customer compliments and sharing positive feedback with stakeholders
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Maintaining a comprehensive database of complaints, feedback, and compliments
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Preparing monthly reports and recommending procedural or policy enhancements
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Managing service recovery through approved reimbursements, compensation, or goodwill gestures
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Providing clear, empathetic responses to customers, both written and verbal
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Ensuring customers receive timely interim updates when investigations take longer
Qualifications and Experience
Candidates should meet the following requirements:
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Bachelor’s degree (12+3) in Business Management, Marketing, Tourism, Hospitality, or a related field
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Minimum 3 years of experience in customer service or relationship management
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Previous experience in an airline, aviation, tourism, or customer contact environment
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Excellent written and spoken English with strong interpersonal skills
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Ability to remain calm, professional, and customer-focused in pressurized situations
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Advanced computer skills, especially MS Excel, along with MS Word, PowerPoint, and email tools
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Understanding of operations across hospitality, B2C retail, travel, and tourism sectors
Why Join SkyCargo and the Emirates Group?
SkyCargo Courier Express is part of the wider Emirates Group, which employs over 100,000 people across more than 50 global brands, including Emirates airline and dnata. The group is known for innovation, service excellence, and strong career development pathways.
Employees benefit from working in a diverse, multicultural environment with exposure to global operations and best-in-class service standards.
Salary and Benefits
Joining the team in Dubai comes with an attractive salary package and exclusive industry benefits, including:
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Travel benefits and discounts on flights
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Hotel and leisure discounts worldwide
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Access to comprehensive employee benefits and career development resources
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Final Note
The Customer Relations Coordinator role at SkyCargo Courier Express offers a rewarding career path for professionals who thrive on customer engagement, problem-solving, and continuous improvement. If you are ready to represent a trusted global brand and contribute to service excellence, this opportunity in Dubai is the next step in your career journey.
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