Customer Service Roles

Company: The Emirates Group
Location: Dubai, United Arab Emirates
Employment Type: Full-Time / Part-Time Opportunities Available

Job Purpose

The Emirates Group comprises Emirates Airline, the world’s largest international airline, and dnata, one of the world’s largest air services providers.

With headquarters in Dubai, working with the Group places you at the forefront of aviation innovation while offering a dynamic and multicultural lifestyle.

The organization is seeking customer-focused, service-driven individuals to join its Customer Service team. Successful candidates will complete an extensive training program covering systems and customer service skills before being allocated to one of the following areas:

• Emirates Airport Services
• dnata
• Marhaba Services
• Contact Centre

Recruitment Process

Step 1 – Apply
Submit your application and receive confirmation via email.

Step 2 – Review
The Recruitment Team reviews your application.

Step 3 – Video Interview & Assessment
Shortlisted candidates complete an on-demand interactive video assessment via HireVue. This is a critical stage of the selection process.

Step 4 – Offer
Successful candidates receive a formal employment offer including the benefits package.

Role Categories

I. Customer-Facing Roles

Airport / Customer Service Agent (Emirates & dnata)

Based at Dubai International Airport, you will be one of the first points of contact for passengers from around the world.

Key responsibilities include:
• Check-in and boarding procedures
• Arrival and baggage services
• Lounge passenger assistance
• Supporting families, unaccompanied minors, and passengers requiring special assistance
• Assisting connecting travelers

This role builds operational expertise, customer service excellence, and offers internal career progression opportunities across airport operations and business functions.

Marhaba Service Agent

Deliver a personalized airport experience by supporting guests across check-in, immigration, boarding, and baggage services.

Responsibilities include:
• VIP guest handling
• Dedicated passenger assistance
• Premium customer engagement
• Supporting families and special service travelers

This position strengthens service excellence skills and offers growth within Marhaba, airport operations, and customer experience functions.

II. Back-Office Role

Customer Sales and Service Agent – Contact Centre

Serve as the trusted voice of Emirates, assisting customers throughout their travel journey.

Key responsibilities include:
• Handling bookings and travel inquiries
• Resolving customer issues across multiple communication channels
• Providing product and service information
• Identifying and closing sales opportunities
• Delivering professional and empathetic support

This role enhances communication, sales, and problem-solving skills while offering career pathways within the Contact Centre and the wider Emirates Group.

Qualifications

To be considered, candidates must have:

• Fluency in spoken and written English
• High School / A-Level certificate
• Strong interpersonal and customer service skills
• Willingness to work shifts
• Basic PC proficiency (Microsoft Word, Excel, Email)
• Willingness to wear uniform (for front-line roles)

Additional Requirements – Contact Centre

• Fluency in English plus at least one of the following: Arabic, French, Czech, German, Italian, Japanese, Cantonese, Mandarin, Russian, Spanish, Polish, or Portuguese
• Sales-oriented mindset
• Ability to type accurately and quickly
• Strong written communication skills

Salary & Benefits

• Competitive tax-free salary
• Travel discounts on flights and hotel stays worldwide
• Exposure to an international working environment
• Full-time and part-time flexibility
• Career growth across Emirates Airline and dnata

Working with The Emirates Group offers the opportunity to interact with people from around the world and contribute to delivering service aligned with the Group’s globally recognized standards.

Qualified candidates are encouraged to apply through the official Emirates Group careers platform.