Department Subject Matter Expert

1 week ago


Dubai, Dubai, United Arab Emirates The Emirates Group Full time

Qualifications & Experience:

MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Knowledge/Skills: Bachelor's degree or Diploma in business administration/aviation/ground handling/customer service Experience: Bachelor's degree: 2-4 years of experience in aviation/ ground handling/customer service Diploma: 4-6 years of experience in aviation/ ground handling/customer service Advanced understanding of Airlines Customer service product (specific airport related requirements) and Industry regulations for the assigned work area.

Advanced understanding of the aviation terminology UAE driving license (for airside based roles) Preferably First Aid trained Advanced Supervisory Skills Advanced Communication Skills Advanced Writing Skills English Language Skills

  • Level 5 Proficient Customer Management Skills Proficient Planning and Organizing Skills Proficient Data Collection and Analysis Skills Proficient Safety Awareness Skills Proficient IT and Computer Literacy Additional to Airside Operations Proficient knowledge and understanding of relevant baggage system (where relevant)
Additional to Aircraft Appearance Advanced knowledge of interior and exterior cleaning procedures preferred Advanced knowledge of cleaning chemicals and materials preferred Additional to Customer Service Advanced understanding of the usage of Departure Control System Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance Role KPIS Operations:
Compliance with operational procedures and instructions % Work completed in a timely manner % on-time performance Accuracy of complaints and description reports People: Frequency of feedback & appraisal meetings % Staff Satisfaction Number of compliance checks completed per cycle Customer: % of Customer Satisfaction Resolution of Customer complaints and outstanding issues Safety: % Compliance with Safety procedures # of Safety meetings contacts # of Safety observations

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