contact centre agent

Emirates

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  Job Purpose
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 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.
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 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.
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 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.
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  During The Hiring Process, You Can Expect
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  Step 1 &ndash; Apply
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 Submit your application and we&rsquo;ll then send you an email to confirm that we&rsquo;ve received your application.
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  Step 2 &ndash; Review
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 Our Recruitment Team will review your application.
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  Step 3 &ndash; Video Interview and Assessment
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 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.
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  Step 4 &ndash; Offer
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 If successful, we&rsquo;ll send you an offer of employment which will include the benefits package for your role.
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 We have outlined below the specific job details for each of our roles:
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  I. Customer-facing Roles
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 Airport / Customer Service Agent (Emirates and Dnata)
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 As an Airport / Customer Services Agent, you will be one of the first welcoming faces our customers meet at Dubai International Airport, a leading global aviation hub. Every day brings the opportunity to guide travellers from around the globe through check-in, boarding, arrivals, and baggage services with confidence, care, and professionalism.
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 From assisting lounge customers to supporting families, unaccompanied minors, connecting passengers, and those needing extra assistance, you will play a key role in ensuring every journey feels seamless and stress-free.
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 In this role, you will gain strong operational expertise, develop your people and problem-solving skills, and build a career in a dynamic, fast-paced, and highly international environment.
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 Strong performance in this role can also unlock opportunities for career progression and internal moves across airport operations, customer services, and wider business areas.
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 Marhaba Service Agent
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 As a Marhaba Services Agent, you will deliver a personalized airport experience to our guests, supporting them across key touchpoints including check-in, immigration, boarding and baggage services. You will provide dedicated assistance to VIP customers, families, unaccompanied minors and passengers requiring additional support. This role allows you to build strong customer engagement and service excellence skills, while offering career growth across Marhaba&rsquo;s services, airport operations, and customer experience functions.
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  II. Back-office Role
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 Customer Sales and Service Agent &ndash; Contact Centre
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 As a Contact Centre Customer Sales and Service Agent, you will be the trusted voice of Emirates, delivering exceptional support and care throughout every stage of our customers&rsquo; journey. Your role is pivotal in creating seamless, reassuring experiences, whether you are helping customers plan their travel or resolving real-time queries with confidence and empathy. In this dynamic position, you will engage with customers across multiple communication channels, ensuring that every interaction reflects clarity, consistency, and up-to-date knowledge of our products and services. Your ability to actively listen, think critically, and communicate effectively will make customers feel valued and supported at all times.
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 Joining the Contact Centre fast-paced, multicultural environment means you will not only sharpen your communication, problem-solving, and sales expertise but also unlock clear pathways for career growth, both within the Contact Centre and across the wider Emirates Group.
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 Qualification
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  To be considered for Customer Service roles, you must meet the following requirements:
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   Fluency in both spoken and written English
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   Fluency in any other language is a plus
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   A levels/High School certificate
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   Excellent interpersonal and customer service skills
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   Willing to work in a shift environment
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   PC based skills to operate Windows package (Microsoft Word/Excel/E-mail)
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   Willing to wear uniform (Front-line customer facing roles)
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  In addition to the above, the job specific requirements for the Contact Centre role are:
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   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.
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   Customer and sales focus on providing excellent service and closing any sales opportunity.
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   The ability to type accurately and quickly while maintaining excellent written communication is an essential requirement for the messaging-based role.
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 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.
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 Salary &amp; benefits
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 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.
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 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
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Customer Service Roles

beOnd

<div>
 Beond, the world's first premium leisure airline, is excited to announce an opening for a Guest Experience Agent in our Contact Centre. In this pivotal role, you will be the voice of our brand, providing exceptional service and support to our guests. You will handle inquiries, resolve issues, and ensure that every interaction aligns with our commitment to delivering a luxurious travel experience.
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 As a Guest Experience Agent, you will interact with guests from around the globe, assisting them with their travel plans and addressing any concerns they may have. Your ability to empathize, communicate effectively, and provide solutions will enhance our guests' journeys and contribute to their overall satisfaction.
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  Responsibilities
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   Handle incoming guest inquiries via phone, email, and live chat professionally and efficiently
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   Provide accurate information regarding flight schedules, bookings, and services offered by Beond
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   Assist guests with changes to their reservations and travel itineraries
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   Address complaints and resolve issues promptly while maintaining a high level of customer service
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   Document guest interactions and feedback to improve service quality
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   Collaborate with other departments to ensure smooth operations and enhance guest experience
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  Requirements
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   High school diploma or equivalent; a degree in hospitality or related field is a plus
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   Previous experience in customer service or contact centre environments is mandatory.
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   Prior experience as a travel consultant is an advantage.
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   Excellent communication skills, both verbal and written, with a strong command of English
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   Proficiency in using computer systems and customer relationship management (CRM) software
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   Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment
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   Strong problem-solving skills and a proactive approach to guest service
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   Availability to work flexible hours, including nights, weekends, and holidays
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Guest Experience Agent

Beond

<div><p>Beond, the world's first premium leisure airline, is excited to announce an opening for a Guest Experience Agent in our Contact Centre. In this pivotal role, you will be the voice of our brand, providing exceptional service and support to our guests. You will handle inquiries, resolve issues, and ensure that every interaction aligns with our commitment to delivering a luxurious travel experience.</p><p>
As a Guest Experience Agent, you will interact with guests from around the globe, assisting them with their travel plans and addressing any concerns they may have. Your ability to empathize, communicate effectively, and provide solutions will enhance our guests' journeys and contribute to their overall satisfaction.</p><p></p><h3 class="jobSectionHeader"><b><br>
Responsibilities</b></h3><ul>
<li>Handle incoming guest inquiries via phone, email, and live chat professionally and efficiently.</li>
<li>Provide accurate information regarding flight schedules, bookings, and services offered by Beond.</li>
<li>Assist guests with changes to their reservations and travel itineraries.</li>
<li>Address complaints and resolve issues promptly while maintaining a high level of customer service.</li>
<li>Document guest interactions and feedback to improve service quality.</li>
<li>Collaborate with other departments to ensure smooth operations and enhance guest experience.</li>
</ul><p><b>Requirements</b></p><ul>
<li>High school diploma or equivalent; a degree in hospitality or related field is a plus.</li>
<li>Previous experience in customer service or contact centre environments is mandatory.
</li><li>Prior experience as a travel consultant is an advantage.
</li><li>Excellent communication skills, both verbal and written, with a strong command of English.</li>
<li>Proficiency in using computer systems and customer relationship management (CRM) software.</li>
<li>Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.</li>
<li>Strong problem-solving skills and a proactive approach to guest service.</li>
<li>Availability to work flexible hours, including nights, weekends, and holidays.</li></ul></div>

Gargash Hospital

<p>Job Location</p>
 
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 <p> <span>Dubai, <br> United Arab Emirates</span> </p>
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 <p>Experience</p>
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 <p> <span>1 to 5 years</span> </p>
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 <p>Qualification Level</p>
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 <p> <span>Diploma; Graduate</span> </p>
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 <p>Job Function</p>
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 <p> <span>Customer Service / Telecalling<br> </span> </p>
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 <p>Skillset</p>
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 <p> <span>call center experience</span> </p>
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 <p>Preferred Jobseekers</p>
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 <p>Jobseekers from any country</p> 
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<span>Call Centre Agent<br> <br>Job Location : Dubai, UAE<br> <br>Job Details :<br> <br>  Should be a Diploma holder or bachelor s degree with prior experience in healthcare call centre set up.<br>  Should be flexible with rotation of shift work.   Team player with work under pressure is much required.<br> </span>
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Call Centre Agent

First Abu Dhabi Bank (FAB)

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 Team Supervision (only for Team leaders and supervisors)
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 &squf; Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
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 &squf; Provide on-the-job training and constructive feedback to assigned team to support their overall development.
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 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.
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 &squf; Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
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 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
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 Budgeting and Financial Performance
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 &squf; Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
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 Policies, Systems, Processes &amp; Procedures
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 &squf; Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.
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 Continuous Improvement
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 &squf; Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
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 Reporting
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 &squf; Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.
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 Specific Job Accountability
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 &squf; Handle a team of CSR&rsquo;s providing 24/7 customer support to the Bank customers
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 &squf; Maintaining service level as per SLA
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 &squf; Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis
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 &squf; Conduct Quality calls evaluation for the centre
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 &squf; Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development
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 &squf; Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA
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 &squf; Supervise both the morning and evening shifts on rotation shifts
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 &squf; Supervise processes and instructions handled by agents on day to day basis
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 &squf; Handle difficult complaints or customers during an escalation by an agent
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 &squf; Ensure operational controls are always maintained, and department complies with internal policies and regulations
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 &squf; Supervise the 24 hours, 365 days a year shift operation of the call centre
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 &squf; Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis
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 &squf; Conduct training programs and link with post evaluation program
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 &squf; Encourage team spirit
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 &squf; Promote staff motivational programs in form reward and recognition
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 &squf; Ensure all agents on their shifts on time
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 &squf; Monitor sales performance and lead generation per staff
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 &squf; Promote cross selling and sales achievements by target per agent
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 &squf; Conduct monthly appraisal for the team members
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 &squf; Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service
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 &squf; Recommend training needs and additional quality controls relevant to the role
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 &squf; Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
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 &squf; Authorised to take decisions as per the approved authorization matrix
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Manager, Contact Centre Operations

WADI AL SAHAB FOR MANAGEMENT AND CONSULTANCIES CO.

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 Primary title: Customer Service Representative (On-site, UAE)
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  About The Opportunity
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 Operating in the Management Consulting and Business Process Outsourcing (BPO) sector, this on-site role supports client-facing customer service and operational delivery across the UAE. The team focuses on high-quality order management, SLA-driven issue resolution, and day-to-day customer engagement for enterprise and SME clients.
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 Role &amp; Responsibilities
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   Act as the first point of contact for customers via phone, email, live chat and in-person&mdash;log, triage and resolve inquiries promptly.
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   Investigate and resolve order, billing, product and service requests within defined SLA; escalate complex issues to relevant teams.
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   Use CRM and ticketing tools to create, update and close tickets; maintain accurate customer records and follow-up tasks.
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   Coordinate cross-functionally with logistics, operations and technical teams to drive timely resolutions and customer satisfaction.
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   Contribute to and update the knowledge base with recurring issues, resolutions and process improvements.
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   Meet daily/weekly KPIs (SLA adherence, first-contact resolution, CSAT) and support continuous quality improvement and audit reviews.
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  Skills &amp; Qualifications
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  Must-Have
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   Proven experience using CRM/ticketing platforms (Salesforce Service Cloud, Zendesk or equivalent)
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   Experience with contact centre telephony platforms (Genesys Cloud, Avaya or equivalent)
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   Strong proficiency in Microsoft Excel for reporting and data lookup
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   Bilingual: fluent spoken Arabic and English for UAE customer base
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   Customer-focused troubleshooting and ticket management skills
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  Preferred
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   Familiarity with ERP/order management systems (SAP, Oracle or similar)
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   Exposure to contact centre quality frameworks (KPI monitoring, QA scorecards)
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  Additional Qualifications
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 High-school diploma or equivalent required; diploma/college certification in business or customer service is a plus. Prior on-site customer service or call centre experience in the UAE or GCC market is highly desirable.
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 Benefits &amp; Culture Highlights
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   Competitive UAE on-site compensation with performance-linked incentives
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   Structured in-house training, clear career progression and cross-functional exposure
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   Collaborative, client-focused culture with emphasis on service excellence and operational discipline
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  Apply if you are an operationally disciplined, bilingual customer-service professional who thrives in a fast-paced, SLA-driven on-site environment in the UAE.
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 Skills: zendesk,microsoft excel,avaya
</div>


Customer Service Representative

The Emirates Group

<div><h5 class="jobSectionHeader"><b>Job Purpose
</b></h5><p>At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!
</p><p>The Manager Contact Centre Customer Experience &amp; Business Improvement will be responsible for the delivery of an exceptional and consistent customer experience across EK global retail offices and contact centres. Ensure standard processes and procedures are in place to provide a consistent customer experience across multiple channels. Support the launch of new products and programmes by ensuring teams are aware, trained and ready to deliver and continually improve on current standards to grow the EK brand value.
</p><p><b>In this role you will:
</b></p><ul><li>Create new ways to measure and improve customer experience. Work with internal and external measurements to ensure we measure our customer experience performance. Analyse data and prioritise programs, projects and changes to improve. Define project scope and which projects to implement based on priority and return on investment. Keep track of project timelines and ensure delivered to spec and on time
</li><li>Actively research new ways to deliver service. Review customer experience trends both within EK and externally to ensure we are adopting best practices. Look for ways to manage customer interactions in the most productive way including reducing repeat calls, improving on line content and using self-service options to reduce interaction volume.
</li><li>Develop and maintain relationships with other HQ and outstation teams to engage them and drive programs within their business. Share knowledge across departments by providing feedback to them on the market reaction to strategies, obstacles to implementation and the success and results of such strategies in stations to help improve overall customer experience and reduce interaction volume.
</li><li>Communicate and ensure adoption of best practices in the retail offices and contact centres. Ensure reservations, product and organizational processes are agreed and communicated to allow retail and contact centres to service customer interactions correctly and to provide a common customer experience across the network. Regularly review these processes to ensure they are fit for purpose and benefit both the customers and the business.
</li><li>Review empowerment frameworks and processes regularly to ensure a balance between allowing teams to carry out their roles quickly and efficiently whilst keeping company revenue secure. Work with internal departments (Internal Audit, Revenue Accounts) to actively look for areas to improve fraud control and exception reporting.
</li><li>In collaboration with L&amp;D set the strategy for training and development of the retail and contact centre teams. Ensure training programs are fit for purpose for all levels with the teams. Conduct evaluation reviews assessing station performance against agreed Key Performance Indicators, focusing on the ability to consistently deliver against agreed objectives. Review &amp; challenge performance and established methods of working, developing an innovative culture continually striving to maximize the performance of the group.
</li><li>Provide input into the Retail Offices global strategy and communicate, lead and manage the retail offices to achieve this. Review and overcome local market constraints to ensure that strategy is implemented in a consistent manner across the network. Communicate and regularly monitor the regional commercial objectives &amp; strategies for retail outlets and reservation offices focusing on revenue, brand, productivity and quality.
</li><li>Establish, agree and monitor performance measures for the contact centre and retail office management.. Set objectives across contact centres and retail offices that influence and drive improvements in performance and engage teams to deliver on KPIs.
</li><li>Through mentoring, development and coaching lead the Retail and Contact Centre customer experience team to deliver on their goals.
</li></ul><h5 class="jobSectionHeader"><b>Qualification
</b></h5><p><b>In order to be successful in this role, you must meet the below requirements:
</b></p><ul><li>10+ years experience in Commercial/Sales.
</li><li>Degree or Honours (12+3 or equivalent).
</li><li>Experience in contact centres and retail offices, managing small to medium size projects and people management of large direct and indirect teams.
</li><li>Knowledge of Customer Experience methodologies, trend and programs.
</li></ul><p>At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. so if you're looking for a challenging and rewarding opportunity, apply today and join our team!
</p><h5 class="jobSectionHeader"><b>Salary &amp; benefits
</b></h5><p>Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That&rsquo;s on top of transport benefits, life insurance and more. 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</p></div>

Manager Contact Centre Customer Experience & Business Improvement

Explore 1013+ Contact centre agent in Dubai United Arab Emirates this January. Find roles across top companies and apply now to boost your career.

1013 contact centre agent jobs IN Dubai United Arab Emirates

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Manager Contact Centre Customer Experience & Business Improvement