Services Customer Affairs (CASA)
Customer Affairs & Service Audit (CASA) consists of three specific sections, Customer Relations (Arab Community), Customer Relations (Worldwide) and Service Audit. CASA’s main objective is to win back loyalty from customers who have experienced dissatisfaction with any product or service throughout the Emirates Group. By effective service recovery CASA can regain customer loyalty and dissuade customers from using competitor products. We maintain regular quality checks and audits on services in various ways - Mystery Shoppers, ground inspection, in-flight inspection, and customer feedback.
The team is based at the Emirates Group Headquarters, but some roles require ground and in-flight inspections at the airport and on board flights. Other CASA services units are located in USA, UK & Ireland, India & Nepal and Australia.
Candidates will need a knowledge of internal systems such as World Tracer. Experience with MARS, MACS and Travel Agency GDSs, such as Amadeus and Galileo, would be an added advantage. In-house training is provided.