Customer Service Roles

Job Purpose 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. 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 send you an offer of employment which will include the benefits package for your role. We have outlined below the specific job details for each of our roles: I. Customer-facing Roles: Airport / Customer Service Agent (Emirates and Dnata) As an Airport / Customer Services Agent, you will be one of the first welcoming faces our customers meet at Dubai International Airport, a leading global aviation hub. Every day brings the opportunity to guide travellers from around the globe through check-in, boarding, arrivals, and baggage services with confidence, care, and professionalism. From assisting lounge customers to supporting families, unaccompanied minors, connecting passengers, and those needing extra assistance, you will play a key role in ensuring every journey feels seamless and stress-free. In this role, you will gain strong operational expertise, develop your people and problem-solving skills, and build a career in a dynamic, fast-paced, and highly international environment. Strong performance in this role can also unlock opportunities for career progression and internal moves across airport operations, customer services, and wider business areas. Marhaba Service Agent As a Marhaba Services Agent, you will deliver a personalized airport experience to our guests, supporting them across key touchpoints including check-in, immigration, boarding and baggage services. You will provide dedicated assistance to VIP customers, families, unaccompanied minors and passengers requiring additional support. This role allows you to build strong customer engagement and service excellence skills, while offering career growth across Marhaba’s services, airport operations, and customer experience functions. II. Contact Centre Role: Customer Sales and Service Consultant As a Contact Centre Customer Sales and Service Consultant, you will be the trusted voice of Emirates, delivering exceptional support and care throughout every stage of our customers’ journey. Your role is pivotal in creating seamless, reassuring experiences, whether you are helping customers plan their travel or resolving real-time queries with confidence and empathy. In this dynamic position, you will engage with customers across multiple communication channels, ensuring that every interaction reflects clarity, consistency, and up-to-date knowledge of our products and services. Your ability to actively listen, think critically, and communicate effectively will make customers feel valued and supported at all times. Joining the Contact Centre fast-paced, multicultural environment means you will not only sharpen your communication, problem-solving, and sales expertise but also unlock clear pathways for career growth, both within the Contact Centre and across the wider Emirates Group. Qualification 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) In addition to the above, the job specific requirements for the Contact Centre role are: - Proficiency in English and at least one of the following languages is a must-have req

Fluency in both spoken and written English; fluency in any additional language is a plus; A levels/High School certificate; excellent interpersonal and customer service skills; willingness to work in a shift environment; PC-based skills to operate Windows package (Microsoft Word/Excel/Email); willingness to wear a uniform (front-line customer facing roles). For the Contact Centre role: proficiency in English and at least one additional language is a must-have requirement.

Airport / Customer Service Agent: greet and assist passengers at Dubai International Airport; guide travellers through check-in, boarding, arrivals, and baggage services; assist lounge customers, families, unaccompanied minors, and passengers needing extra support; deliver a seamless, stress-free journey; Marhaba Service Agent: provide personalized airport experience, support VIPs, families, unaccompanied minors, and passengers needing additional assistance; ensure strong customer engagement and service excellence; Contact Centre Customer Sales and Service Consultant: act as the trusted voice of Emirates, provide exceptional support across travel planning and real-time queries; handle multi-channel customer interactions with clarity and empathy; maintain up-to-date knowledge of products and services; develop communication, problem-solving, and sales skills; opportunities for internal career progression across Centre and wider Emirates Group.