We are dnata Travel, specialists in tailor-made, hassle-free holiday packages. We empower our customers to go smarter to destinations across the world, using our decades of industry experience, extensive human insight and vast network of worldwide property partnerships to deliver exceptional, personalized holidays at the most competitive rates.

At dnata Travel, we take your holiday so much further than simply taking care of the essentials. While we provide a selection ‘off the shelf’ holiday packages for customers who come to us seeking inspiration, our holiday experts also work with our customers to plan customized adventures, taking care of every detail of their trip before they travel – including insurance, transfers, activities, and so much more. Our customer service teams are based in the UAE, and we have multiple travel stores in locations across Dubai.

Within the Customer Service Agent role you will be placed in a contact center environment to provide exceptional service on the operational shift by managing customer interactions across multiple channels, providing timely solutions, accurate information, and a consistently positive experience while maintaining high customer satisfaction.

Job Outline:

- Handle inbound and outbound communications to assist with inquiries, bookings, confirmations, and reminders, ensuring a courteous and professional experience.

- Maintain accurate customer records and complete documentation for all interactions, ensuring confidentiality and compliance with data protection policies.

- Log and escalate complaints or unresolved issues promptly to support service recovery, while providing feedback on recurring concerns to improve processes.

- Meet individual Key Performance Indicators (KPIs) such as call handling time, scheduling accuracy, Service Level Agreement (SLA) adherence, and customer satisfaction. Participate in training and quality initiatives to enhance service delivery.

Specific to Medical services:
- Manage multiple accounts and coordinate specialty-based appointments (e.g., Musculoskeletal (MSK), Physiotherapy, Clinical Psychology (CP), Radiology). Conduct outbound calls for confirmations and follow-ups, escalating concerns to the Supervisor, Operations Manager or Clinic Services Manager as per Medical Services protocols.

- Minimum 2 years experience in customer service, or case management role.

- For Medical Services, familiarity with medical procedures, treatments, and insurance processes is preferred UAE within healthcare industry.

- Experience working in high-pressure, high-volume environment.

Knowledge/skills:

- Fluent Arabic speakers required.

- Strong interpersonal and communication skills with a customer-first mindset.

- Proficiency in using Customer Relation Management (CRM) system, call management tools, and documentation systems.

- Ability to manage service concerns, apply triage protocols (for medical services area), and escalate appropriately.

- Capable of working in shift-based environments, managing multiple tasks, and adapting to changing priorities.

- High accuracy in data entry, documentation, and follow-up coordination.

- Understanding of medical terminology, appointment workflows, and patient confidentiality standards.

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.

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.

Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website emiratesgroupcareers.com