Customer Service Specialist

    Last updated on September 30th, 2021 at 05:57 am

    Emirates Flight Catering

    Position : Customer Service Specialist

    Reports to: Customer Service Manager

    Department : Commercial and Services

    Job Purpose:

    The Customer Service Specialist will provide support to the Customer Service Manager in the handling of airline customer accounts. The scope will cover responding to customer queries, customer complaints, handling new customer startups and other issues pertaining to the day to day operational aspects of service delivery of a defined portfolio of client airlines of Emirate Flight Catering (EKFC). This position will ensure there is an interface between the client, Management and internal Departments.

    Key Accountabilities

    Sales Performance – Customer Management & Development

    • Collaborate with the Customer Service Manager to manage the relationship with all assigned portfolio of key customer accounts to ensure the service level agreements (SLAs) between EKFC and clients are met or exceeded through clear lines of communication with all the key stakeholders
    • Manage new airline catering services start up by coordination, timely dissemination of airline information internally with all stakeholders and ensure menus, equipment and services are defined and issued accordingly
    • Identify client needs and develop potential sales solution to meet customer expectations in order to continue to be customer centric while prioritizing business objectives to be able to balance this with the profitability goals of the company
    • Monitor the client menu presentations, pro-actively provide menu improvement recommendations and find practical solutions to client requests to encourage exploration of new work process and practices
    • Record/disseminate positive feedback received on EKFC personnel from the customers so the concerned persons are officially thanked for the good work
    • Research and compile the best practices available in the industry in client servicing with goals to maintain and/or improve the customer relationship, identify new avenues of business and initiate contacts with an understanding of company vision, value proposition, growth targets as context for planning and development of key accounts

    Reporting & Analysis

    • Maintain the incident reports on the tracking systems/CRM, follow up with the respective departments, and consolidate all the internal NCR responses to ensure full NCR data analysis takes place and the response times are within the target SLA
    • Prepare monthly report on the incident management, SLA audits, status on customer business development, competitive activity and service performance to determine trends, seek corrective actions  and to improve efficiency, sales and productivity
    • Maintain the Feedback Management System that will provide detailed knowledge of EKFC products and services, customer service performance indicators/results and a database of customer issues and actions taken including root cause analysis and risk management planning by consolidating, analysing trend data and recommended remedial action


    • Follow-up on the process of issuance, investigation and timely reply to customer comments and non-conformances and to ensure that pertinent action is taken and outcomes are professionally communicated to clients
    • Accountable for closing-out the pertinent action plans from the respective internal teams to demonstrate and communicate positive outcomes are reached so this can be communicated to client Airlines
    • Coordinate airline customers’ contracts, monitors status and liaises with EKFC’s Legal Department when needed while building synergy and commitment amongst the concerned departments to achieve the set goals

    Essential Requirements & Competencies

    Education Qualification:

    • Bachelor’s degree in Commerce, Business Administration or Hospitality or other relevant qualification

    Work Experience:

    • 5 years’ experience; previous experience working in an Account Management position is sought in a customer service industry preferably in aviation, airline catering or hospitality
    • Demonstrated commitment to customer service excellence and continuous improvement
    • Demonstrated ability to work under pressure undertaking a number of simultaneous projects
    • Demonstrated detailed and fact based understanding of customer profiles, needs and priorities
    • Demonstrated ability to work in meeting strict deadlines without compromising quality
    • General knowledge of Aviation Safety and Security is an advantage
    • Working knowledge of Food Safety requirements and systems is desirable
    • Hands-on experience working towards KPI’s relating to cost, compliance, service and people


    • Must have excellent, effective, well-structured written and verbal English communication skills with impact and energy
    • Ability to build effective working relationships with customers and peers
    • Negotiation skills and proven ability to achieve service recovery outcomes that benefit both the customer and company
    • Self-motivated with the ability and initiative to achieve results individually and as part of a team
    • Strong organizational skills and attention to detail
    • High level of proficiency in the use of the Microsoft Office Suite and Salesforce (CRM)
    • Excellent time management and planning skills
    • Culturally aware and sensitive to the needs of individual clients

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