airline customer service agent

The Emirates Group

<div><h5 class="jobSectionHeader">Job Purpose
</h5>dnata Airport Operations&rsquo; vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passenger and 140 scheduled airlines annually.
As a Cargo Customer Service Agent you will, provide existing and potential customers with consistent quality service promoting and selling all products and services including a comprehensive sales / system support and information brokerage service to customers with regards to all products rates, details, bookings, connections and regulations.
In this role, you will:
<ul><li>Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
</li><li>Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviours and leading with safety.
</li><li>Implements departmental policies, processes, procedures and provides instructions to the team on the day of operations.
</li><li>Implements day-to-day operations assigned and ensures compliance with the established standards and procedures.
</li><li>Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement.
</li><li>Attends to queries from customers on export or import of freight to ensure that all information is provided in a timely and accurate manner.
</li><li>Follows up on customer complaints by attending to them and recording them and initiating relevant action on functional and operational issues to ensure customer satisfaction and long-term relationships using specific software programme.
</li><li>Ensures staff are aware about changes such as new destinations, tariff, fuel surcharge, embargo restrictions and specific guidelines given to customers for shipments like AVI/HUMPER/DGR/VUN in order to disseminate accurate and prompt information.
</li><li>Supports Cargo Customer Service Supervisor to compile statistics to generate the required reports on the sales/revenue which needs to be handed over to revenue accounts on a daily basis to ensure that correct rates are applied and payments ae claimed from respective agents as well as service levels.
</li><li>Maintains Cargo Contact Centre database by obtaining correct and updated details of customers and same to be updated in the database application year. Updates all new information regarding embargos, restrictions and Agent/Airline contact details in Call Centre Rate System.
</li><li>Manage the Calogi Helpdesk mailbox and ensure timely correspondence to customers on queries / issues.
</li><li>Participate in commercial activities of dnata Cargo whenever required by the management.
</li></ul><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements:
<div><ul><li>High School with a Certificate (12 years of schooling) and 2-4 years of experience in customer services oriented department of an airline or similar experience in a service Industry.
</li><li>Proficient understanding of airlines&rsquo; customer service product (specific airport related requirements).
</li><li>Proficient IT and Computer Literacy.
</li><li>English Language Skills: Level 5.
</li><li>Basic Safety Awareness Skills.
</li><li>Basic Planning and Organizing Skills.
</li><li>Proficient Communication Skills.
</li><li>Proficient Negotiation Skills.
</li><li>Basic Customer Management Skills.
</li></ul></div>Our services on the ground keep the world in the air. We&rsquo;re one of the largest air services providers in the world, and you&rsquo;ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We&rsquo;re growing fast, and we&rsquo;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. 
 
<h5 class="jobSectionHeader">Salary &amp; benefits
</h5>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&rsquo;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</div>

Cargo Customer Service Agent

Corpay

Crew Accommodations On-site Agent
 Job Description
 
The Crew Accommodations Agent at CORPAY’s Airline Division – TA CONNECTIONSis responsible for overseeing and coordinating the hotel and ground transportation bookings for our Client’s Crew members, as well as managing the workflow between agents and clients. This role requires efficient handling of booking requirements through our proprietary system CrewHub (CrewRez), along with managing communications through email, chat, phone calls, and direct interactions. The Coordinator ensures seamless resolution of booking issues by following Standard Operating Procedures and facilitates coordination among agents, clients, and vendors.
 
Essential duties and responsibilities: 
<ul>
<li>Coordinate Crew Accommodations: Book and oversee all the bookings of hotel accommodations and ground transportation for flight attendants, pilot crews, ad-hoc crews, and other non-crew airline employees.</li>
<li>Manage Escalations: Handle emergency relocations of crew members, working closely with the Supervisor on shift and ensuring timely resolutions to avoid delays or cancellations.</li>
<li>Client Coordination: Act as the primary liaison between the client's Crew Scheduling, other relevant departments, and our internal teams to meet operational requirements and resolve issues affecting crew members.</li>
<li>Communication and Problem-Solving: Facilitate effective communication with internal departments and management to expedite work and resolve problems.</li>
<li>Resource Management: Ensure that all necessary tools, systems, and resources are accessible and operational, reporting any issues to shift supervisors promptly.</li>
<li>System Utilization: Efficiently use all tools and technology to process, track, and report transactions, ensuring accurate registration of reservation details in the TA Connections system.</li>
<li>Hotel Sourcing: Identify suitable and compliant hotel options in various markets, particularly in locations without contracted hotels or during Sold Out situations, and handle the approval process for non-compliant options.</li>
<li>Vendor Payments: Manage payments to hotel and transportation vendors in accordance with contractual terms.</li>
<li>Team Leadership: Foster a positive work environment with open, respectful communication and professional behavior, promoting a "CAN DO" attitude among the client and all TAC colleagues.</li>
<li>Incident Reporting: Report incidents professionally to the TA Connections Supervisor on shift and/or Operations Management.</li>
<li>Attendance and Policy Adherence: Maintain impeccable attendance, punctuality, and adherence to company policies and the Employee Handbook.</li>
<li>Support and Special Projects: Assist the Account Management Team, IT, Billing, and Commission Collections departments with data gathering, research, and troubleshooting, and work on special projects as assigned.</li>
</ul>
Job Requirements: 
<ul>
<li>Interpersonal Skills: Excellent interpersonal and client relationship skills with the ability to interact effectively with clients and business partners both electronically and via telephone.</li>
<li>Organizational Skills: Strong organizational and multi-tasking skills.</li>
<li>Communication Skills: Strong writing, communication, and negotiation skills.</li>
<li>Team and Independent Work: Ability to work independently and as a contributing team member.</li>
<li>Hotel Industry Knowledge: Familiarity with hotel sourcing and rate negotiation, with a thorough understanding of market and contractual needs.</li>
<li>Technical Proficiency: Excellent PC skills, including proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software.</li>
<li>Flexibility: Availability to work shift work, willingness to work long hours during irregular operations, and flexibility to adjust schedules as per client requirements.</li>
<li>Transportation and Remote Work Reliable transportation for on-site work and a dependable internet connection for potential remote work in a quiet home environment (Overtime or office closures).</li>
<li>Experience: A minimum of 3 years of experience in the hotel/travel industry or a similar role is highly preferred.</li>
</ul>
Qualifications: 
<ul>
<li>Education: High school diploma or GED Certificate is required. Some college education is preferred but not required.</li>
<li>Language Skills: Fluent in English is required. Proficiency in additional languages such as Italian, German, French, Spanish, or Portuguese is a plus.</li>
<li>Industry Experience: Prior experience in the hotel/travel industry or customer service/call center roles is highly preferred.</li>
</ul>
This role requires a seasoned professional with a minimum of three years of experience, capable of handling complex coordination tasks and leading a team to ensure smooth operations and excellent client service.

Crew Accommodations Agent - AUH - Etihad

TALENTMATE

A leading recruitment agency in Dubai is seeking an Airport Customer Service Agent to provide exceptional service to travelers. The agent will assist with check-ins, boarding, and inquiries while ensuring compliance with airport protocols. Ideal candidates will possess excellent communication skills and the ability to thrive in a fast-paced environment. The position requires flexibility to work various hours, including nights and weekends.

Dubai Airport Customer Service Specialist - Flexible Hours

American Airlines

<div>
 
 Intro
 
 
 
 Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you&rsquo;ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you&rsquo;ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
 
 
 
 Why you'll love this job
 
 
 
 <ul>
 <li>
 American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
 </li>
 <li>
 CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
 </li>
 <li>
 Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
 </li>
 <li>
 CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
 </li>
 <li>
 This job is a member of the Airports Team within the Customer Experience Division.
 
 
 </li>
 </ul>
 
 What You'll Do
 
 
 
 
 As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
 
 
 
 <ul>
 <li>
 Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
 </li>
 <li>
 Be a safety advocate: Look for safety concerns and address them as needed
 </li>
 <li>
 Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
 </li>
 <li>
 Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
 </li>
 <li>
 Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
 </li>
 <li>
 Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
 </li>
 <li>
 Promote effective communication among departments to engage our team to work together to achieve common goals.
 </li>
 <li>
 Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
 </li>
 <li>
 Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty
 </li>
 <li>
 Manage escalated service issues and be visible to your team members when problems arise
 </li>
 <li>
 Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
 </li>
 <li>
 Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders
 
 
 </li>
 </ul>
 
 All you'll need for success
 
 
 
 
 Minimum Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 High School diploma or GED equivalency
 
 
 </li>
 </ul>
 
 Preferred Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 Previous airport customer service experience
 </li>
 <li>
 2 years experience leading others
 </li>
 <li>
 Knowledge of company policies and procedures and functional automation applications
 
 
 </li>
 </ul>
 
 Skills, Licenses &amp; Certifications
 
 
 
 <ul>
 <li>
 Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
 </li>
 <li>
 Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
 </li>
 <li>
 Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
 </li>
 <li>
 Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
 </li>
 <li>
 Strong decision-making skills
 </li>
 <li>
 Ability to work independently as well as collaboratively
 </li>
 <li>
 Ability to work under demanding operational conditions
 </li>
 <li>
 Ability to prioritize and execute with a sense of urgency and preciseness
 </li>
 <li>
 Ability to use sound business judgment to resolve issues with internal and external customers
 </li>
 <li>
 Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
 </li>
 <li>
 Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
 </li>
 <li>
 Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
 </li>
 <li>
 Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
 </li>
 <li>
 Applicable valid driver&rsquo;s license as required by local authorities, if applicable
 </li>
 <li>
 Ability to work extra hours when there are operational needs
 </li>
 <li>
 Ability to work rotating shifts including weekends, holidays and days-off
 
 
 </li>
 </ul>
 
 What You'll Get
 
 
 
 Feel free to take advantage of all that American Airlines has to offer:
 
 
 <ul>
 <li>
 Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
 </li>
 <li>
 Health Benefits: On day one, you&rsquo;ll have access to your health, dental, prescription and vision benefits to help you stay well. And that&rsquo;s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
 </li>
 <li>
 Wellness Programs: We want you to be the best version of yourself &ndash; that&rsquo;s why our wellness programs provide you with all the right tools, resources and support you need.
 </li>
 <li>
 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
 </li>
 <li>
 Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
 
 
 </li>
 </ul>
 
 Feel free to be yourself at American
 
 
 
 From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
 
 
 Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life&rsquo;s journey? Feel free to be yourself at American.
</div>

Customer Service Manager, Airport Customer Care - DFW

Emirates

<div>
 
 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.
 
 
 
 During The Hiring Process, You Can Expect
 
 
 
 
 Step 1 &ndash; Apply
 
 
 
 Submit your application and we&rsquo;ll then send you an email to confirm that we&rsquo;ve received your application.
 
 
 
 Step 2 &ndash; Review
 
 
 
 Our Recruitment Team will review your application.
 
 
 
 Step 3 &ndash; Video Interview and Assessment
 
 
 
 If you&rsquo;re shortlisted for the role, we&rsquo;ll send you a link to our on-demand, interactive and gamified video interview assessment via HireVue. This is most critical part of the process and required if you want to progress to the next stage.
 
 
 
 Step 4 &ndash; Offer
 
 
 
 If successful, we&rsquo;ll send you an offer of employment which will include the benefits package for your role.
 
 
 We have outlined below the specific job details for each of our roles:
 
 
 
 I. Customer-facing Roles
 
 
 
 
 Airport Services Agent (EK/dnata) &amp; Marhaba Services Agent
 
 
 
 As an Airport Service Agent, you will be responsible for delivering top-notch customer service to our valued passengers during check-in, boarding, and baggage handling. Your dedication to provide a high-quality service experience will be integral to ensuring our customers have a seamless and enjoyable journey from start to finish.
 
 
 Our Marhaba Service Agents go above and beyond to provide exceptional travel assistance services to our valued clients. Whether a VIP, Marhaba client, an unaccompanied minor, or a passenger with special needs, the Marhaba Service Agents are dedicated to ensuring that the customers receive the highest level of care and attention throughout their journey.
 
 
 
 II. Back-office Role
 
 
 
 
 Contact Centre Agent
 
 
 
 As a Contact Centre Agent, you will have the important role of being the voice of Emirates, providing our valued customers with accurate and up-to-date information about our products and services. We are seeking a skilled professional to provide exceptional customer service by promptly and accurately responding to inquiries either through various digital communication channels, such as chat and social media platforms or through voice support. Your role will be crucial in ensuring that our customers feel valued and supported throughout their journey.
 
 
 Qualification
 
 
 
 To be considered for Customer Service roles, you must meet the following requirements:
 
 
 
 <ul>
 <li>
 Fluency in both spoken and written English
 </li>
 <li>
 Fluency in any other language is a plus
 </li>
 <li>
 A levels/High School certificate
 </li>
 <li>
 Excellent interpersonal and customer service skills
 </li>
 <li>
 Willing to work in a shift environment
 </li>
 <li>
 PC based skills to operate Windows package (Microsoft Word/Excel/E-mail)
 </li>
 <li>
 Willing to wear uniform (Front-line customer facing roles)
 
 
 </li>
 </ul>
 
 In addition to the above, the job specific requirements for the Contact Centre role are:
 
 
 
 <ul>
 <li>
 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.
 </li>
 <li>
 Customer and sales focus to provide excellent service and close any sales opportunity.
 </li>
 <li>
 The ability to type accurately and quickly while maintaining excellent written communication is an essential requirement for the messaging-based role.
 
 
 </li>
 </ul>
 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 Contact Centre Service Agent. 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 &amp; 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&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website emiratesgroupcareers.com
</div>

Customer Service Roles

Unique Courier Cargo Services

About the Role: We are looking for an experienced Air Freight Operations Executive who can manage day-to-day air freight shipments end-to-end. The ideal candidate must be confident using Calogi, have strong working relationships with airlines / GSA / handling agents, and be able to handle operations with minimum supervision.Key Responsibilities: Handle complete air export and air import operations (booking, pickup coordination, documentation, customs, airline handover). Create, update, and submit shipments in Calogi including AWB creation, manifesting, and airline booking.Coordinate with airlines to secure space, negotiate rates when required, and ensure timely uplift. Prepare and verify export documentation: MAWB, HAWB, invoice, packing list, declarations, etc.Coordinate with warehouse / packing team for cargo readiness, labeling, and handover to airline/terminal on time. Follow up with airline / handling agent for flight status, offload issues, short shipment, etc.Arrange import clearance, follow up on arrival notice, duty, and final delivery (if required). Ensure all operational updates are recorded in the system and shared with customer service / sales.Communicate with customers professionally regarding status, delays, or required documents. Make sure shipments follow airline and customs compliance requirements.Support finance team with proper handover of cost sheets, supplier invoices, and job files for billing. Requirements: Minimum 3-5 years experience in air freight operations in UAE (mandatory).Strong knowledge and hands-on experience with Calogi. Existing working relationships with airline cargo teams, GSAs, and handling agents.Good understanding of Dubai Customs/export procedures/documentation. Ability to work under pressure, handle urgent shipments, and meet airline cut-offs.Strong communication (English required; Arabic/Hindi/Urdu is an advantage). Attention to detail and accountability in documentation and job costing.What We Offer:Competitive salary + performance-based incentives. Growth opportunity in a fast-moving logistics company. Professional, supportive working environmentJob Type: Full-timePay: AED2,000.00 - AED5,000.00 per month

AIR FREIGHT OPERATIONS EXECUTIVE

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