Senior Customer Service Agent - Medical Services

Emirates Airlines - Other locations; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading aviation services provider in Dubai seeks a Senior Customer Service Agent. The role involves delivering high-quality service, managing complex inquiries, and monitoring key service metrics. The ideal candidate will have experience in customer service, strong communication skills, and familiarity with healthcare coordination. Enjoy a competitive tax-free salary and unique travel benefits while working in a vibrant, cosmopolitan city.

Benefits

Tax-free salary

Travel benefits including flight discounts

Catering & retail services

Qualifications

• Experience in contact centre or customer service role, with exposure to escalations.
• Ability to monitor performance metrics and escalate issues appropriately.
• 3 years experience in the U.A.E within the healthcare industry or case management role preferred.

Responsibilities

• Handle all customer interactions professionally across various channels.
• Act as escalation point for complex customer cases.
• Monitor key service metrics and report performance trends.
• Provide coaching to support agent development.
• Contribute to improvements in Standard Operating Procedures.
• Coordinate specialty-based appointment bookings.

Skills

Strong communication skills

Problem-solving skills

Intermediate understanding of contact centre systems

Familiarity with healthcare procedures

Proficiency in MS Office

Customer Relationship Management (CRM) systems

Education

10 Years schooling or equivalent

Job description

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Senior Customer Service Agent, you will deliver high‑quality customer service while handling complex cases, supporting peers, and contributing to operational consistency, service quality and process improvements within the contact centre.

In this role you will:

• Handle all customer interactions across channels with professionalism and empathy, managing inquiries, bookings, follow‑ups, and cancellations. Ensure accurate documentation is maintained in line with company policies.
• Act as the first‑level escalation point for customers and agents, assisting with complex or sensitive cases and ensuring timely, effective resolution to uphold service standards.
• Monitor key service metrics such as Service Level Agreements (SLAs) and queue status, identifying performance trends or risks and reporting them to supervisors to support continuous improvement.
• Provide informal coaching and share best practices to support agent development and consistency in service delivery. Reinforce service protocols through peer support and guidance.
• Contribute to the review and improvement of Standard Operating Procedures (SOPs) and service documentation, identifying opportunities for operational efficiency and alignment.
• Work closely with support teams including Medical Services, Quality, Training, IT, and Medical Benefits to resolve issues and ensure alignment with service standards and expectations.

Specific to Medical services:

• Coordinate specialty‑based appointment bookings (e.g., Musculoskeletal (MSK), Physiotherapy, Clinical Psychology (CP), Radiology), in line with clinical protocols and SOPs.
• Participate in calibration sessions and service reviews with Emirates Group Medical Services to ensure operational readiness and alignment.

Qualification

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

• 10 Years schooling or equivalent.
• Experience in commercial or sales.
• Experience in contact centre or customer service role, with exposure to escalations, SOPs, and coordination responsibilities.
• Intermediate understanding of contact centre systems, workflows, and service protocols.
• Strong communication and problem‑solving skills, with the ability to support peers and contribute to process improvements.
• Familiarity with healthcare appointment coordination medical procedures, treatments, insurance and clinical service standards is preferred (for Medical Services).
• Ability to monitor performance metrics and escalate issues appropriately.
• Proficiency in MS Office and Customer Relation Management (CRM) systems.
• For Medical Services: 3 years experience in the U.A.E within the healthcare industry or case management role.

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 hotels stays around the world. Find out what it’s like to live and work in our fast‑paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers