Summary
dnata is an air and travel services provider operating in ground handling, cargo, travel, and catering and retail services. The Customer Service Agent handles customer inquiries and bookings across inbound and outbound channels, maintains accurate records, and escalates complaints or unresolved issues. The role also involves meeting service and accuracy KPIs, contributing to service improvements, and participating in training and quality assurance. This is a temporary, shift-based role in Dubai; the posting mentions a tax-free salary and travel benefits but does not state an amount.
The posting
As published on theemiratesgroup.com. Pulled from the employer's site and shown as they wrote it.
Job Purpose
dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.
As a Customer Service Agent,you will provide exceptional service during operational shifts by managing customer interactions across multiple channels, delivering timely solutions and accurate information, and ensuring a consistently positive customer experience while maintaining high levels of customer satisfaction.
In this role, you will:
- 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 escalate 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 Key Performance Indicators (KPIs), including call handling time, scheduling accuracy, Service Level Agreement (SLA) compliance, and customer satisfaction targets.
- Participate in training, coaching, and quality assurance initiatives to enhance service standards and operational performance.
Qualification
To be considered for this role, you must meet the below requirements:
- 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 Customer Relationship Management (CRM) systems, call management tools, and documentation systems.
- High level of accuracy in data entry, documentation, and follow-up coordination.
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 hotel stays worldwide.
Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.