We present an in-depth and authoritative overview of the Sales Support Agent – Courier Express role under Emirates Group Careers in Dubai, designed for professionals seeking a high-impact aviation and air cargo career in the UAE. This role sits at the intersection of customer excellence, revenue assurance, and operational precision, supporting the fast-paced SkyCargo ecosystem while working closely with IATA CASS-accredited processes.
Role Overview: Sales Support Agent – Courier Express
We recognize this position as a mission-critical commercial support function within Emirates SkyCargo. The Sales Support Agent ensures accurate billing, regulatory compliance, and exceptional service delivery while onboarding new customers and maintaining seamless coordination across internal and external stakeholders. This role is ideal for experienced air cargo professionals who thrive in structured, compliance-driven environments and bring a solution-oriented mindset to complex operational challenges.
Key Responsibilities and Daily Operations
Customer Onboarding & IATA CASS Alignment
We deliver a high standard of customer service by assisting in onboarding new customers as account holders with SkyCargo, ensuring alignment with IATA CASS accreditation. Our focus is on accuracy, speed, and compliance, enabling customers to transact confidently within globally recognized aviation frameworks.
Revenue Accounts & AWB Stock Management
We coordinate closely with EK Revenue Accounts to manage AWB stock ranges, ensuring timely release of AWB stocks to agents based on validated requests. This process safeguards operational continuity, prevents disruptions, and maintains billing integrity across cargo movements.
Commercial Support & Billing Dispute Resolution
We manage the commercial support general mailbox, addressing customer queries, resolving billing disputes, and providing clear, compliant responses. Our approach emphasizes first-contact resolution, detailed documentation, and adherence to approved tariff structures.
Financial Reconciliation & Reporting
We reconcile daily cash and card collection reports, including import, export, and miscellaneous sales reports from multiple terminals. These reconciled reports are shared promptly with the EK Finance team, ensuring financial transparency and audit readiness.
ULD & COU AWB Movement Billing
We run daily COU AWB movement reports and bill ULD pivot weight charges for shipments utilizing dedicated ULDs. This ensures accurate cost recovery and alignment with agreed commercial terms.
AWB Verification & Quality Control
We conduct weekly quality checks by addressing AWB verification discrepancies with the central verification team. Our proactive approach minimizes rework, enhances data accuracy, and strengthens compliance across the billing lifecycle.
Waivers, Refunds & Charge Recovery
We verify waivers and refunds related to freight charges, ancillary services, and cash/card transactions. Where charges are waived without proper authorization, we initiate charge recovery in line with governance standards.
Optional Services Tracking & Tariff Compliance
We track and record additional services such as ATA trucking, relabelling, packing fees, and other optional offerings. All charges are billed strictly according to approved tariff rates, ensuring consistency and customer trust.
Approvals, CCAs & Service Recovery
We assist in raising waivers, service recovery cases, and manual CCAs, securing management approvals through email, SkyConnect, and SkyChain, and maintaining a structured record for future tracking and audits.
Professional Qualifications & Experience Requirements
Industry Experience
Minimum 3 years in the air cargo industry as a team leader or equivalent role
Strong background in cargo operations and customer service (preferred)
Technical & Regulatory Expertise
In-depth knowledge of Air Cargo Tariffs
Working understanding of IATA/FIATA regulations
Familiarity with SkyCargo systems, policies, and procedures
Solid grasp of import and export rules and regulations
Core Skills & Competencies
Effective communication skills (written and oral)
Advanced proficiency in MS Excel, Word, PowerPoint, and related applications
Solution-oriented thinking with a creative, analytical approach
High attention to detail and process discipline
Why Build Your Career with Emirates Group in Dubai
We believe Dubai is the world’s most dynamic aviation hub, and Emirates Group stands at its center. By joining this role, professionals gain access to:
Global exposure within a world-class aviation group
Structured career progression across commercial, operations, and finance pathways
A culture that values precision, accountability, and innovation
This position offers a front-row seat to the complexities of global air cargo, empowering professionals to build expertise that is globally transferable and highly respected.
Salary, Benefits & Lifestyle Advantages
We invite you to experience competitive remuneration paired with industry-exclusive benefits, including:
Attractive tax-free salary in Dubai
Discounted flight tickets for employees and eligible family members
Hotel stay discounts worldwide
Comprehensive health and travel benefits
A vibrant, multicultural lifestyle in one of the world’s safest and most connected cities
Career Growth & Long-Term Value
We view this role as a strategic stepping stone for professionals aspiring to advance into commercial management, revenue assurance, or cargo operations leadership. The exposure to billing systems, regulatory frameworks, and financial reconciliation builds a robust skill set that enhances long-term career value within aviation and logistics.
Application Process
We encourage qualified professionals to apply directly through the official Emirates Group portal. Ensure your application highlights air cargo experience, regulatory knowledge, and measurable achievements in revenue support and customer service.
👉 Apply Here:
Sales Support Agent – Courier Express | Emirates Group Careers
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Final Thoughts
We position the Sales Support Agent – Courier Express role as a high-responsibility, high-reward opportunity within Emirates Group’s SkyCargo division. For professionals who value accuracy, compliance, and customer excellence, this role delivers unmatched exposure and career momentum in Dubai’s world-leading aviation sector.
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