The United Arab Emirates has firmly established itself as a global hub for aviation, tourism, and world-class hospitality. At the epicenter of this reputation is the Emirates Group, comprising Emirates Airline and dnata. Renowned globally for its “Fly Better” promise, the company relies heavily on its front-line and support staff to maintain impeccable service standards.

For job seekers looking to build a career in a dynamic, multicultural environment, customer service roles within the Emirates Group offer exceptional growth pathways.

Core Customer Service Streams

Customer service within the organization is broadly divided into two primary environments: front-line, customer-facing roles and omnichannel support positions.

1. Front-Line & Airport Services

Airport and Customer Service Agents are the physical face of the brand. Operating primarily at Dubai International Airport and across international transport hubs, these professionals manage the critical touchpoints of a passenger’s journey. Key responsibilities include:

• Handling passenger check-in and luggage drop-off seamlessly.
• Managing boarding gates and assisting with flight transfers.
• Guiding premium passengers and Skywards members in luxury airport lounges.
• Providing dedicated special assistance to families, minors, or passengers with limited mobility.

2. Contact Centre & Digital Support

As a Contact Centre Customer Sales and Service Consultant, employees act as the “trusted voice” of the airline. These teams operate in a fast-paced environment and manage a high volume of global interactions. Their tasks involve:

• Resolving inquiries regarding ticket bookings, flight cancellations, and travel regulations.
• Handling real-time queries through diverse channels, including voice support, live web chats, and social media platforms.
• Maximizing revenue by identifying and closing sales or upgrade opportunities during customer interactions.

Key Requirements & Qualifications

The Emirates Group maintains strict eligibility criteria to ensure that all team members can uphold their high standards of service excellence:

• Education: A minimum of a High School Certificate (A-Levels) is mandatory.
• Language Proficiency: Absolute fluency in both spoken and written English is required. For contact centre positions, proficiency in an additional major language (such as Arabic, French, German, Mandarin, Russian, or Spanish) is highly preferred and often mandatory.
• Technical Skills: Candidates must possess strong PC-based skills, with the ability to type quickly and accurately while navigating Windows packages and email communication systems.
• Interpersonal Attributes: Strong active listening, empathy, critical thinking, and the emotional intelligence required to manage stressful travel scenarios are essential.
• Flexibility: Due to the 24/7 nature of global aviation, all candidates must be fully willing to work in a rotating shift environment. Front-line agents must also be comfortable wearing the signature company uniform.

Training, Benefits, and Career Progression

The company invests deeply in its human capital through continuous professional development. New hires are inducted through specialized institutions like the Emirates Centre of Hospitality Excellence, featuring continuous training in service delivery, gastronomy, and international standards developed in partnership with institutions like the EHL Hospitality Business School.

Furthermore, employees in messaging-based and voice roles benefit from a fast-track step program, creating transparent internal pathways to progress from general customer service agents to supervisory, management, or corporate roles across the broader Emirates Group.

Alongside competitive, tax-free salary packages, successful candidates receive comprehensive benefits, including medical insurance, accommodation or transport allowances (depending on the grade), and heavily discounted travel tickets for themselves and their immediate families.

Securing a customer service role with the Emirates Group means becoming part of a highly driven, international team of over 10,000 professionals. It is an ideal career choice for those who thrive on problem-solving, love interacting with diverse cultures, and want to align themselves with a globally recognized symbol of luxury and efficiency.

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Helper

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 Engineering is a cutting-edge aircraft maintenance facility, GCAA CAR V approved, supporting Emirates’ vast Airbus and Boeing fleet and thirty other airlines through third-party contracts. Our highly qualified team excels in maintenance, engineering, quality, planning, and logistics, setting industry standards with an unwavering commitment to safety and excellence. The Helper will be responsible for aircraft cleanliness and hygiene (as per operating airlines requirements) in accordance with laid down procedures and regulations.

In this role you will

• To carry out methodical cleaning of premises and maintenance of equipment as per laid down standards and time frames.
• To carry out all special services to Emirates aircrafts in order to maintain and improve their appearance and passenger comforts.
• To maintain a high standard of hygiene in the working area and ensure that it complies with Company standards.
• To perform assigned roles as required, specific to the assigned respective areas.

Qualification

• 8 years schooling or equivalent.
• Knowledge of cleaning chemicals and their applications is preferred.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free 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 www.emirates.com/careers.

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Customer Service Roles

Job Purpose

The Emirates Group is a highly profitable business comprising of Emirates Airline, the largest international airline in the world and dnata, one of the world’s biggest air services providers. With our headquarters located in the cosmopolitan emirate of Dubai, working with us puts you at the forefront of technological advances in the aviation industry while offering you a dynamic lifestyle.If you’re seeking a position that will allow you to thrive professionally and develop your career in aviation industry, look no further. There are openings for individuals who are passionate about traveling and enjoy collaborating with customers and colleagues across the world. We are looking for exceptional individuals who can be a part of our Customer Service team. If successful, you will join an extensive training program which include systems training and customer service skills and then be allocated to an area across the group: Emirates Airport Services, dnata, Marhaba services and Contact Centre.

Qualification

To be considered for Customer Service roles, you must meet the following requirements:

• Fluency in both spoken and written English
• Fluency in any other language is a plus
• A levels/High School certificate
• Excellent interpersonal and customer service skills
• Willing to work in a shift environment
• PC based skills to operate Windows package (Microsoft Word/Excel/E-mail)
• Willing to wear uniform (Front-line customer facing roles)            

In addition to the above, the job specific requirements for the Contact Centre role are:

• Proficiency in English and at least one of the following languages is a must-have requirement for this position: Arabic, French, Czech, German, Italian, Japanese, Cantonese, Mandarin, Russian, Spanish, Polish, Portuguese.
• Customer and sales focus on providing excellent service and closing any sales opportunity.
• The ability to type accurately and quickly while maintaining excellent written communication is an essential requirement for the messaging-based role.

Experience the excitement of being on the front-line customer-facing roles with dnata, Marhaba and Emirates Airport Services Agents, or work behind the scenes as a Customer Sales and Service Consultant at the Contact Centre . You’ll have the chance to work with a diverse team of professionals, interact with people from all over the world, and make a positive impact on the lives of travellers every day. Both full-time and part-time opportunities are available, providing flexibility to fit your lifestyle and career goals. Whether it be Emirates Airline or dnata, our goal is to ensure that our customers experience service is consistent with the Emirates Group high standards. 

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.

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

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