Senior Customer Service Agent

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is a global leader in the aviation industry, known for its exceptional customer service and cutting-edge technology. Based in Dubai, the airline operates a vast network of international flights, offering passengers unparalleled comfort and convenience. As part of the Emirates Group, the company is committed to delivering innovative solutions and creating memorable travel experiences. With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide.

The Senior Customer Service Assistant will play a key role in delivering efficient administrative support and exceptional customer service within the Transport Control Centre. This role oversees communication with internal and external stakeholders—including customers and crew—while ensuring all systems, records, and documentation are maintained with accuracy and professionalism. The successful candidate will collaborate closely with other departments to manage data, records, and billing, helping to minimise service delays and support smooth operational performance.

In This Role, You Will

• Ensure systems are maintained & updated on a regular basis throughout the day i.e MARS, Transport Control Centre (TCC) Operational System.
• Administer booking requests through the appropriate system, ensuring all mandatory data fields are completed.
• Co-ordinate with service providers operational team on all transportation activities ensuring the planned activity is achieved through timely communication on schedule, pick-up and drop-off time etc.
• Ensure resources are used in the most appropriate and cost-effective manner.
• Deal with a high number of calls, emails & system events as well as being the first point of contact in the chauffeur drive Terminal 3 (T3) and pilot arrival (EGHQ) lounges, processing transport requests and resolving any other service requests.
• To receive, maintain and allocate the complaints/feedback received from the internal/external stakeholders.
• To conduct spot checks as directed by the Transport Duty Officer, verifying the vehicle condition and cleanliness as well as the driver’s grooming and uniform.
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• Minimum 1 year in a UAE based Logistics, Transport OR Car rental company.
• Computer literate with Microsoft office applications.
• Ability to communicate in other foreign language will be advantageous.
• Customer service experience.
• A valid UAE driving licence is preferred.
  
  

Emirates Group is an international organisation with employees from over 170 nationalities; we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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