Global Customer Experience Agent - Dubai Travel Perks

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

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.