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1. Customer Service Agent
Job Purpose: To handle a broad range of customer contacts, namely inquiries/complaints via telephone, e-mail or fax for the dnata outsource Contact Centre business. To provide excellent customer service to existing as well as new third party accounts and therefore further strengthen and grow the outsourcing business.
Job Outline
- Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer. Achieve individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed service levels are met.
- Handle different third party accounts on a simultaneous basis to enhance overall Contact Centre productivity
- Achieve or surpass a call quality target on a weekly and monthly basis. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of customer service is achieved and maintained.
- Ensure accuracy when completing third-party account-related call logs and customer case logs for all calls received.
- Ensure knowledge is up to date and accurate on all aspects of each accounts products/service. Subject matters include but are not limited to revise standard operating procedures, new products and promotional campaigns. To maintain quality service provision for all accounts.
- Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers
Qualifications & Experience: 10 Years schooling or equivalent
Experience
Airport Operations: 1+ Year
Knowledge/skills
- Experience in the contact centre industry
- Fluency in written and spoken English is a must
- Basic knowledge of Microsoft office packages
- Excellent sales skills
- Professional telephone etiquette
- Effective Communication skills
- Spoken Arabic language skills would be advantageous
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. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.
2. Customer Service Roles
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.
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.
During the hiring process, you can expect
- Step 1 – Apply
- Submit your application and we’ll then send you an email to confirm that we’ve received your application.
- Step 2 – Review
- Our Recruitment Team will review your application.
- Step 3 – Video Interview and Assessment
- If you’re shortlisted for the role, we’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 – Offer
If successful, we’ll notify you an offer of employment which will include the benefits package for your role.
Qualifications & Experience: Qualifications – Internal
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)
- We have outlined below the specific job details for each of our roles:
I. Customer-facing Roles:
Airport Services Agent (EK/dnata) & 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 Services Agents go above and beyond to provide exceptional travel assistance services to our valued clients. Whether you are a VIP, Marhaba client, an unaccompanied minor, or a passenger with special needs, we are dedicated to ensuring that you receive the highest level of care and attention throughout your journey.
II. Back-office Role:
Contact Centre Services Agent
As a Contact Centre Service 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. Your ability to deliver exceptional customer service will be crucial in ensuring that our customers feel valued and supported throughout their journey.
Job specific requirements
Proficiency in English and at least one of the following languages is a must-have requirement for this position: Arabic, Czech, French, German, Italian, Japanese, Mandarin.
Customer and sales focus to provide excellent service and close any sales opportunity.