Customer Service Roles

Job Description:

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 worlds 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 youre 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.

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. Back‑office Role

Customer Sales and Service Agent – Contact Centre

As a Contact Centre Customer Sales and Service Agent, 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

• 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 requirement for this position: Arabic, French, Czech, German, Italian, Japanese, Cantonese, Mandarin, Russian, Spanish, Polish, Portuguese.
• Customer and sales focus on providing excellent service and closing any sales opportunity.
• The ability to type accurately and quickly while maintaining excellent written communication is an essential requirement for the messaging‑based role.

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.

Salary & benefits

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel 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 emiratesgroupcareers.com

Requirements:

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