Customer Sales & Service Agent careers : apply now for the latest vacancies

Headquartered in Dubai, the Emirates Group stands as one of the world’s most prominent aviation and travel conglomerates, employing more than 120,000 professionals representing over 160 nationalities. The Group manages a broad and dynamic international portfolio that includes Emirates, the largest international airline by global reach, and dnata, one of the world’s leading providers of combined air services. Together, these entities form a globally respected organisation that delivers excellence across aviation, travel, tourism, logistics, and related sectors.

A wide range of business units operate under the Emirates Group umbrella, creating extensive career opportunities across multiple disciplines and locations. Roles span customer service, sales, engineering, operations, cargo, logistics, technology, and corporate support functions. Each career pathway is designed to support professional growth and long-term development. Detailed information about current openings, job categories, and application processes can be accessed through the official careers platform at emirates.com/careers.

The Group’s continued success is driven by a strong commitment to attracting and retaining highly skilled professionals. Employment within the organisation provides the opportunity to live and work in Dubai, a modern and cosmopolitan city recognised for its safety, infrastructure, cultural diversity, and quality of life. Dubai offers a unique blend of global connectivity, lifestyle amenities, and professional opportunity, making it one of the most desirable destinations for international careers.

Employees benefit from a tax-free salary structure, a competitive benefits package, and access to ongoing learning and development programmes. Structured training, leadership initiatives, and career progression pathways allow individuals to enhance skills and advance within the organisation.

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High performers seeking challenge, recognition, and personal development will find a dynamic environment that rewards contribution and supports ambition. Those interested in joining a globally respected organisation and contributing to future growth are encouraged to explore available opportunities through the Emirates Group careers website.

SkyCargo – Customer Sales & Service Agent

Job Purpose

With more than four decades of experience in global trade, Emirates SkyCargo plays a critical role in connecting businesses and communities across international markets. The Customer Sales & Service Agent position supports this mission by delivering exceptional service while driving commercial performance within a contact centre environment.

The role is based in a fast-paced customer interaction setting, where responsibility includes promoting and selling Emirates products such as air tickets, cargo solutions, and related services. A strong focus is placed on enhancing the overall customer experience while contributing to revenue growth through effective sales techniques and product knowledge.

Key Responsibilities

A consistently high standard of customer service must be delivered across all interactions. Accurate information regarding Emirates fares, tariffs, and product offerings is provided to customers, alongside active ticket issuance through online systems. Related products and services are promoted to meet customer needs while maximising sales opportunities.

Ticketing activities are conducted in full compliance with airline rules, fare conditions, and regulatory requirements. Customer requests are handled efficiently to ensure satisfaction and service excellence. Legal travel requirements, including passport validity, visa regulations, health documentation, and check-in procedures, are clearly communicated to customers to support smooth journeys.

Revenue enhancement remains a core responsibility of the role. Customers are presented with tailored options across Emirates products and services, including Skywards membership enrolment, Dubai stopover packages, hotel reservations, fare upgrades, and additional service offerings. A proactive sales approach is essential to achieving revenue targets.

Continuous improvement is encouraged through active participation in idea generation and service enhancement initiatives. Recommendations aimed at improving service quality, operational efficiency, and revenue performance contribute to maintaining Emirates’ position as a market-leading airline.

Administrative accuracy is required to ensure all ticket-related documentation is properly filed. Sales materials, brochures, timetables, and promotional displays are maintained and updated at individual counters to support informed customer decisions and increased sales performance. These responsibilities apply primarily to Reservations and Ticketing Office environments.

Support is provided to the Customer Sales & Service Team Leader, particularly during end-of-day sales reconciliation and banking processes. Where possible, customer data is collected and maintained to build a personal client database. Relationship management activities include follow-up communication and service updates, encouraging repeat business and long-term customer loyalty. These responsibilities apply to Reservations and Ticketing Offices only.

Cargo-related responsibilities include responding to enquiries from customers and agents regarding import and export services. Support is provided from quotation through reservation, ensuring accuracy and clarity at each stage. Customers are assisted with system usage to enable self-service through the Emirates website.

Follow-up actions are conducted on quotations provided to customers and agents, with a focus on increasing shipment volumes and maximising revenue potential. Regular updates are shared regarding shipment status to maintain transparency and customer confidence.

Qualifications and Skills

A minimum of 10 years of schooling or an equivalent qualification is required. Strong interpersonal, telephone, and customer service skills are essential, along with the ability to perform effectively within a busy sales-driven team environment.

Proficiency in PC-based applications is required, including Windows operating systems, Microsoft Word, Excel, and email platforms. Familiarity with contact centre operations and airline industry procedures is highly desirable. Knowledge of standard fares, ticketing practices, Skywards, and MARS reservation systems is considered an advantage. Arabic language skills, including reading, writing, and speaking, are beneficial but not mandatory.

Career Growth and Benefits

The Emirates Group employs more than 100,000 people across over 50 globally recognised brands. Leadership is driven by Emirates airline and dnata, supported by a portfolio that spans travel, tourism, aviation, leisure, sport, and retail. Innovation, quality, and excellence define the Group’s reputation, with exceptionally high standards applied across all products and services.

Career development within the Emirates Group offers exposure to global operations, professional training, and opportunities to progress across multiple brands and business units. Individuals are encouraged to build meaningful careers while contributing to the success of iconic global brands.

A competitive salary package is offered, along with industry-exclusive travel benefits. These include discounted flights and hotel stays worldwide, providing exceptional value and lifestyle advantages. Employment in Dubai also offers access to a vibrant, fast-paced city known for its multicultural environment and global connectivity.

Further insights into living and working in Dubai can be explored through the Dubai Lifestyle section on the official Emirates Group careers website at emiratesgroupcareers.com.

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