Senior Customer Service Agent CAREERS : APPLY NOW FOR THE LATEST VACANCIES

Today, with a workforce representing more than 175 nationalities, the organisation stands as a truly global enterprise, bringing together talented professionals from every continent. Continuous reminders exist that regardless of the scale of investment made in advanced technology, infrastructure, or state-of-the-art equipment, it is people who ultimately drive performance, innovation, and results. The dedication, expertise, and commitment of employees form the foundation of long-term success and sustainable growth. The future vision focuses on welcoming driven individuals who can contribute to shared success while supporting ongoing global expansion and development. Headquartered in Dubai, the Emirates Group employs more than 103,000 professionals from over 160 nationalities, creating one of the most diverse work environments in the world. The Group’s extensive international portfolio includes Emirates, the world’s largest international airline, along with dnata, one of the world’s largest combined air services providers. Together, these businesses operate across aviation, travel, cargo, ground handling, catering, and related services, supporting global connectivity and trade on an unmatched scale.

Within the Emirates Group, a wide range of businesses operate across multiple industries and functions, offering an equally wide spectrum of career opportunities. Roles span technical, operational, commercial, customer service, corporate, and specialist functions, allowing professionals from different backgrounds to build meaningful and long-term careers. These opportunities are accessible through the Group’s dedicated careers platform, which provides detailed insights into available roles, career paths, and professional growth prospects.A key driver of the Group’s continued success is the focus on attracting and retaining high-quality talent. Employees benefit from living and working in Dubai, a modern and cosmopolitan city recognized for its safety, infrastructure, cultural diversity, and exceptional quality of life. Dubai offers a unique blend of professional opportunity and lifestyle advantages, making it one of the most desirable global destinations for career-focused individuals.

The Emirates Group provides a competitive tax-free salary structure, complemented by an attractive benefits package designed to support both professional and personal well-being. In addition to financial rewards, structured training programs, leadership development initiatives, and continuous learning opportunities enable employees to expand skills, enhance expertise, and progress within the organisation. Performance is recognized and rewarded, encouraging a culture of excellence, accountability, and achievement.

For high-performing professionals seeking career challenges, long-term development, and meaningful recognition for contributions, the Emirates Group represents a compelling opportunity. The organisation values ambition, innovation, and commitment, offering a platform to grow within a globally respected brand. Individuals interested in becoming part of future growth and continued success are encouraged to explore current and upcoming career opportunities through the official Emirates Group careers website at emirates.com/careers.

dnata is recognized as one of the world’s largest air and travel services providers, delivering comprehensive ground handling, cargo, travel, catering, and retail solutions at more than 130 airports across over 34 countries and six continents. The organization plays a critical role in supporting the global travel ecosystem by ensuring seamless service delivery at every stage of the customer journey.

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The Senior Customer Service Agent – Medical Services position is designed for experienced professionals who demonstrate advanced customer handling capabilities, strong coordination skills, and the ability to manage complex service scenarios. This role focuses on delivering consistently high service standards, managing escalated and sensitive cases, supporting contact centre operations, and contributing to service quality, efficiency, and continuous improvement. The position also carries specific responsibilities related to medical services coordination, requiring attention to clinical protocols, confidentiality, and accuracy.

Role Overview

The Senior Customer Service Agent is responsible for managing customer interactions across multiple communication channels, including phone, email, and digital platforms. Responsibilities include handling complex inquiries, supporting team members, and ensuring service consistency in line with defined standards and procedures. The role acts as a key link between customers, frontline agents, and internal support teams, particularly within medical services operations.

Key Responsibilities

Customer interactions are handled with professionalism, empathy, and accuracy across all channels. This includes managing inquiries, appointment bookings, rescheduling, follow-ups, cancellations, and service-related requests. All interactions must be accurately documented in relevant systems in compliance with organizational policies, regulatory requirements, and data protection standards.

The role serves as the first-level escalation point for both customers and contact centre agents. Complex, sensitive, or high-impact cases are reviewed and resolved in a timely and effective manner to ensure customer satisfaction and adherence to service benchmarks. Escalation handling requires sound judgment, problem-solving ability, and a calm, solution-oriented approach.

Key performance indicators and service metrics such as Service Level Agreements (SLAs), queue volumes, response times, and case resolution trends are actively monitored. Performance risks, service gaps, or recurring issues are identified and communicated to supervisors or management teams to support proactive decision-making and continuous improvement initiatives.

Informal coaching and peer support form an important part of the role. Best practices are shared with team members to enhance service consistency, customer handling skills, and procedural compliance. Service protocols and quality expectations are reinforced through guidance, feedback, and on-the-job support.

Active participation is required in the review and enhancement of Standard Operating Procedures (SOPs), workflows, and service documentation. Opportunities for improving efficiency, accuracy, and alignment with operational and clinical requirements are identified and communicated to relevant stakeholders.

Close collaboration is maintained with internal support functions, including Medical Services, Quality Assurance, Training, Information Technology, and Medical Benefits teams. This collaboration ensures effective issue resolution, system accuracy, service alignment, and consistent adherence to service standards.

Medical Services Responsibilities

Within the medical services scope, the role involves coordinating specialty-based appointment bookings in accordance with established clinical protocols and SOPs. This includes, but is not limited to, Musculoskeletal (MSK) services, Physiotherapy, Clinical Psychology, and Radiology. Scheduling accuracy, clinical appropriateness, and compliance with medical guidelines are essential.

Participation in calibration sessions, audits, and service reviews with Emirates Group Medical Services is required to ensure operational readiness, service alignment, and quality assurance. Feedback from these sessions is used to refine processes, enhance service delivery, and maintain high clinical and operational standards.

Qualifications and Experience

Candidates must have completed a minimum of 10 years of schooling or equivalent educational qualification. Experience in commercial, sales, contact centre, or customer service environments is required, with demonstrated exposure to escalations, SOP adherence, and coordination responsibilities.

An intermediate understanding of contact centre systems, workflows, performance metrics, and service protocols is essential. Strong communication skills, problem-solving abilities, and the capacity to support peers and contribute to process improvements are key success factors for this role.

For medical services operations, familiarity with healthcare appointment coordination, medical procedures, treatments, insurance processes, and clinical service standards is preferred. The ability to monitor operational performance and escalate issues appropriately is required.

Proficiency in Microsoft Office applications and Customer Relationship Management (CRM) systems is mandatory. For medical services positions, a minimum of three years of experience within the healthcare industry or a case management role in the United Arab Emirates is required.

Career Environment

dnata’s ground services play a vital role in keeping global aviation moving efficiently. With operations spanning more than 80 countries and a workforce exceeding 40,000 professionals, the organization offers a dynamic, fast-paced, and diverse working environment. Growth, innovation, and service excellence are central to ongoing success, creating opportunities for motivated professionals to contribute meaningfully to customer experiences and operational performance.

Salary and Benefits

The position is based in Dubai and offers an attractive tax-free salary package. Additional benefits include industry-exclusive travel privileges, such as discounted flights and hotel stays worldwide. Employees also gain the opportunity to live and work in one of the world’s most vibrant and cosmopolitan cities, supported by a comprehensive lifestyle and career development environment.

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