Customer Service Roles

Job purpose

The Emirates Group brings together Emirates Airline, the world’s largest international airline, and dnata, one of the world’s leading air services providers. Based in Dubai, the group offers the chance to work at the edge of aviation innovation while being part of a fast-moving, international environment.

This opportunity is suited to people who enjoy travel, working with customers, and collaborating with colleagues from many backgrounds. Successful candidates will enter a structured training programme covering systems and customer service capability before being placed in one of several areas across the group, including Emirates Airport Services, dnata, Marhaba services, or the Contact Centre.

Hiring process

The selection process is made up of four stages:

• Application submission, followed by an email acknowledgement.
• Application review by the recruitment team.
• A shortlisted candidate may be invited to complete an on-demand video interview and assessment through HireVue.
• Successful candidates receive an employment offer that includes the benefits package for the role.

Role options

Airport / Customer Service Agent (Emirates and dnata)
In this front-facing airport role, you will be among the first points of contact for travellers at Dubai International Airport. The job involves guiding passengers through check-in, boarding, arrivals, and baggage handling with professionalism and care. You will also assist lounge guests, families, unaccompanied minors, connecting passengers, and travellers requiring extra help. The position builds operational knowledge, people skills, and problem-solving ability in a busy international setting, with opportunities to grow into airport operations, customer service, and broader business roles.

Marhaba Service Agent
This role focuses on creating a personalised airport experience for guests. You will support travellers through check-in, immigration, boarding, and baggage processes, while also assisting VIP customers, families, unaccompanied minors, and passengers needing additional support. The role is designed to strengthen customer engagement and service excellence, with development opportunities in Marhaba services, airport operations, and customer experience functions.

Customer Sales and Service Consultant (Contact Centre)
In the Contact Centre, you will serve as a trusted representative of Emirates, helping customers throughout their travel journey. Your work will include answering queries, supporting travel planning, and resolving live issues in a calm and empathetic way. You will communicate across several channels and ensure every interaction is accurate, clear, and informed by current knowledge of products and services. The role suits someone who listens carefully, thinks critically, and communicates well, while also offering sales experience and career progression within the Contact Centre and the wider Emirates Group.

Qualifications and role requirements

Applicants for these customer service roles should have strong communication and service skills, be comfortable working in shifts, and be ready to operate in a technology-based workplace. Front-line roles also require a willingness to wear a uniform.

The Contact Centre role has additional language, sales, and messaging requirements beyond the general criteria.

Salary and benefits

Dubai-based employees can expect an attractive pay package along with travel-related benefits that are unique to the aviation industry, including discounted flights and hotel stays worldwide.

Additional notes

Both full-time and part-time opportunities are available, depending on the role and business need. The organisation aims to deliver a consistent customer experience that reflects the high standards of the Emirates Group.

Living and working in Dubai also offers the advantage of a vibrant, international city environment.