Customer Service Agent - Temporary Contract - Shift Based

Emirates Airlines - Other locations; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Benefits offered by this job

Travel benefits

Flight discounts

Salary paid in AED

Job summary

dnata, a global air and travel services provider, is seeking a Customer Service Agent in Dubai to deliver exceptional service across channels during operational shifts, maintaining accurate records and ensuring high customer satisfaction.

In this role you will handle inquiries, bookings, and reminders, escalate issues when needed, and contribute to continuous service improvements while participating in training to raise performance and standards.

Qualifications

• Minimum of 2 years experience in a customer service or case management role.
• Experience working in a high-pressure, high-volume environment.
• Strong interpersonal and communication skills with a customer-first mindset.
• Ability to work in a shift-based environment, manage multiple tasks, and adapt to changing priorities.
• Proficiency in using CRM systems, call management tools, and documentation systems.
• High level of accuracy in data entry, documentation, and follow-up coordination.

Responsibilities

• Handle inbound and outbound customer communications, including inquiries, bookings, confirmations, and reminders, while delivering a professional and courteous service.
• Maintain accurate customer records and ensure all interactions are documented in line with confidentiality and data protection requirements.
• Identify, log, and escalation customer complaints or unresolved issues in a timely manner to support effective service recovery.
• Provide feedback on recurring customer concerns and contribute to continuous process and service improvements.
• Achieve agreed KPIs, including call handling time, scheduling accuracy, SLA compliance, and customer satisfaction targets.
• Participate in training, coaching, and quality assurance initiatives to enhance service standards and operational performance.

Skills

Customer service

Communication

CRM usage

Data entry

Tools

CRM software

Call management

Job description

Job description

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a Customer Service Agent,you will provide exceptional service during operational shifts by managing customer interactions across multiple channels, delivering timely solutions and accurate information, and ensuring a consistently positive customer experience while maintaining high levels of customer satisfaction.

In this role, you will:

• Handle inbound and outbound customer communications, including inquiries, bookings, confirmations, and reminders, while delivering a professional and courteous service.
• Maintain accurate customer records and ensure all interactions are documented in line with confidentiality and data protection requirements.
• Identify, log, and escalation customer complaints or unresolved issues in a timely manner to support effective service recovery.
• Provide feedback on recurring customer concerns and contribute to continuous process and service improvements.
• Achieve agreed Key Performance Indicators (KPIs), including call handling time, scheduling accuracy, Service Level Agreement (SLA) compliance, and customer satisfaction targets.
• Participate in training, coaching, and quality assurance initiatives to enhance service standards and operational performance.

Qualification

To be considered for this role, you must meet the below requirements:

• Minimum of 2 years experience in a customer service or case management role.
• Experience working in a high-pressure, high-volume environment.
• Strong interpersonal and communication skills with a customer-first mindset.
• Ability to work in a shift-based environment, manage multiple tasks, and adapt to changing priorities.
• Proficiency in using Customer Relationship Management (CRM) systems, call management tools, and documentation systems.
• High level of accuracy in data entry, documentation, and follow-up coordination.

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.