Customer Service Roles

Full job description

Job Purpose: Customer Service Roles


The Emirates Group is a highly profitable business comprising of Emirates Airline, the largest international airline in the world and dnata, one of the world's biggest air services providers. With our headquarters located in the cosmopolitan emirate of Dubai, working with us puts you at the forefront of technological advances in the aviation industry while offering you a dynamic lifestyle.


If you're seeking a position that will allow you to thrive professionally and develop your career in aviation industry, look no further. There are openings for individuals who are passionate about traveling and enjoy collaborating with customers and colleagues across the world.


We are looking for exceptional individuals who can be a part of our Customer Service team. If successful, you will join an extensive training program which include systems training and customer service skills and then be allocated to an area across the group: Emirates Airport Services, dnata, marhaba services and Contact Centre.


Experience the excitement of being on the front-line customer-facing roles with dnata, marhaba and Emirates Airport Services Agents, or work behind the scenes as a Contact Centre Service Agent. You'll have the chance to work with a diverse team of professionals, interact with people from all over the world, and make a positive impact on the lives of travellers every day. Both full-time and part-time opportunities are available, providing flexibility to fit your lifestyle and career goals.


Whether it be Emirates Airline or dnata, our goal is to ensure that our customers experience service is consistent with the Emirates Group high standards.


During the hiring process, you can expect:

  • Step 1 – Apply

Submit your application and we’ll then send you an email to confirm that we’ve received your application.

  • Step 2 – Review

Our Recruitment Team will review your application.

  • Step 3 – Video Interview and Assessment

If you’re shortlisted for the role, we’ll send you a link to our on-demand, interactive and gamified video interview assessment via HireVue. This is most critical part of the process and required if you want to progress to the next stage.

  • Step 4 – Offer

If successful, we’ll notify you an offer of employment which will include the benefits package for your role.



I. Customer-facing Roles:


Airport Services Agent (EK/dnata) & marhaba Services Agent


As an Airport Service Agent, you will be responsible for delivering top-notch customer service to our valued passengers during check-in, boarding, and baggage handling. Your dedication to provide a high-quality service experience will be integral to ensuring our customers have a seamless and enjoyable journey from start to finish.

Our marhaba Services Agents go above and beyond to provide exceptional travel assistance services to our valued clients. Whether you are a VIP, marhaba client, an unaccompanied minor, or a passenger with special needs, we are dedicated to ensuring that you receive the highest level of care and attention throughout your journey.

II. Back-office Role:


Contact Centre Services Agent
As a Contact Centre Service Agent, you will have the important role of being the voice of Emirates, providing our valued customers with accurate and up-to-date information about our products and services. We are seeking a skilled professional to provide exceptional customer service by promptly and accurately responding to inquiries either through various digital communication channels, such as chat and social media platforms or through voice support. Your role will be crucial in ensuring that our customers feel valued and supported throughout their journey.


Job specific requirements for back-office roles :

  • Proficiency in English and at least one of the following languages is a must-have requirement for this position: Arabic, Czech, French, German, Italian, Japanese, Mandarin, Korean.

• Customer and sales focus to provide excellent service and close any sales opportunity. • The ability to type accurately and quickly while maintaining excellent written communication is an essential requirement for the messaging-based role.

Skills and experience

Qualifications & Experience: To be considered for Customer Service roles, you must meet the following requirements:

  • Fluency in both spoken and written English
  • Fluency in any other language is a plus
  • A levels/High School certificate
  • Excellent interpersonal and customer service skills
  • Willing to work in a shift environment
  • PC based skills to operate Windows package (Microsoft Word/Excel/E-mail)
  • Willing to wear uniform (Front-line customer facing roles)


Other good things to know about this opportunity

Salary & Benefits: We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66. Besides travel benefits normally associated with an airline, more information on employee benefits is available within the 'Working Here' section of this site. By viewing the 'Dubai Lifestyle' section in the site you can also consider the benefits of Dubai as a location to live and work in.

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