The Emirates Group stands as a preeminent global enterprise, defined by a workforce of over 103,000 professionals representing more than 160 nationalities. Headquartered in the cosmopolitan hub of Dubai, the Group operates an extensive international portfolio, most notably featuring Emirates, the world’s largest international airline, and dnata, a premier global provider of combined air services.
At the heart of the Group’s philosophy is the conviction that while technology and infrastructure are vital, people drive performance. The organization is committed to fostering a diverse, high-performance culture where dedication and expertise are rewarded with long-term growth, a competitive tax-free salary, and world-class benefits.
The Role: Senior Customer Service Agent (Medical Services)
The Senior Customer Service Agent – Medical Services is a specialized, high-impact position designed for seasoned professionals capable of navigating the intersection of advanced customer service and clinical coordination. Operating within dnata’s expansive service framework, this role ensures that the “human element” of medical care is handled with precision, empathy, and efficiency.
Core Purpose and Scope
This role transcends standard customer service by requiring the management of complex, sensitive, and often escalated medical service scenarios. The Senior Agent acts as a vital conduit between customers, frontline staff, and internal medical teams, ensuring that service delivery aligns with both organizational benchmarks and strict clinical protocols.
Key Areas of Responsibility
1. Advanced Customer Interaction Management
The Senior Agent manages diverse communication streams, including telephony, email, and digital platforms. You will be responsible for:
- Executing complex appointment bookings, cancellations, and rescheduling.
- Ensuring every interaction is empathetic, professional, and documented with 100% accuracy.
- Maintaining strict adherence to regulatory requirements and data protection standards regarding sensitive patient information.
2. Escalation and Problem Resolution
Serving as the primary tier-one escalation point, you will:
- Resolve sensitive or high-impact cases that frontline agents cannot settle.
- Apply sound judgment and a solution-oriented mindset to maintain customer satisfaction under pressure.
- Support the frontline team in navigating difficult procedural or interpersonal challenges.
3. Performance Monitoring and Operational Excellence
A critical component of this role is the analytical oversight of service metrics:
- Monitoring Service Level Agreements (SLAs), response times, and queue volumes.
- Identifying recurring service gaps or performance risks.
- Communicating trends to management to facilitate proactive process improvements.
4. Medical Services & Clinical Coordination
This specialized vertical requires the coordination of specialty-based medical services, including:
- Musculoskeletal (MSK), Physiotherapy, Clinical Psychology, and Radiology appointments.
- Ensuring all scheduling aligns with established clinical SOPs and medical guidelines.
- Participating in calibration sessions and audits with Emirates Group Medical Services to maintain operational readiness and clinical quality.
5. Mentorship and Collaborative Growth
The Senior Agent plays an active role in team development by:
- Providing informal coaching and peer support to enhance the skills of the wider team.
- Collaborating with internal stakeholders across Quality Assurance, IT, Training, and Medical Benefits.
- Contributing to the refinement of Standard Operating Procedures (SOPs) to boost efficiency.
Candidate Requirements: Qualifications and Experience
The Emirates Group seeks high-performing individuals who meet the following criteria:
- Education: Completion of at least 10 years of formal schooling (or equivalent).
- Professional Experience: Proven track record in a commercial, sales, or contact center environment with specific experience in handling escalations and complex coordination.
- Healthcare Specialization: For this Medical Services role, a minimum of three years of experience within the UAE healthcare industry or in a case management capacity is mandatory.
- Technical Skills: Proficiency in Microsoft Office and CRM systems is required. You must possess a strong understanding of contact center workflows and performance metrics.
- Knowledge Base: Familiarity with medical procedures, insurance processes, and clinical service standards is highly preferred.
Why Join the Emirates Group in Dubai?
Joining the Emirates Group is more than a career move; it is a lifestyle transition. Employees benefit from:
- Financial Rewards: A competitive tax-free salary complemented by a robust benefits package.
- Travel Privileges: Access to industry-exclusive travel benefits, including discounted flights and hotel stays globally through Emirates and dnata networks.
- Professional Development: Access to structured leadership programs and continuous learning initiatives designed to propel your career forward.
- The Dubai Advantage: Living in one of the world’s safest and most modern cities, offering an unparalleled quality of life, cultural diversity, and world-class infrastructure.
How to Apply
If you are a motivated professional ready to contribute to a globally respected brand, we invite you to explore this and other opportunities.
APPLY NOW
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