The Emirates Group is one of the world’s most successful and profitable aviation organizations, comprising Emirates Airline, the largest international airline globally, and dnata, a leading air services provider. Headquartered in Dubai, the Group offers professionals the opportunity to work at the forefront of aviation innovation while enjoying a dynamic, multicultural lifestyle in one of the world’s most vibrant cities.
Job Overview: Customer Service Roles at Emirates
Emirates is currently offering exciting opportunities for individuals passionate about travel, customer service, and global interaction. Successful candidates will become part of the Emirates Group Customer Service team and undergo a comprehensive training program covering systems, service excellence, and operational knowledge. After training, candidates are allocated across key business areas including Emirates Airport Services, dnata, Marhaba Services, and the Contact Centre.
Hiring Process at Emirates
The Emirates recruitment process is designed to be transparent and structured. Candidates first submit an online application and receive confirmation via email. The recruitment team then reviews applications. Shortlisted applicants are invited to complete a critical video interview and gamified assessment through HireVue. Successful candidates receive an official employment offer, including full details of salary and benefits.
Customer-Facing Roles
Customer-facing opportunities include Airport Services Agent and Marhaba Services Agent roles. Airport Services Agents are responsible for delivering outstanding service during check-in, boarding, and baggage handling, ensuring passengers enjoy a smooth travel experience. Marhaba Services Agents provide premium assistance to VIP travelers, unaccompanied minors, and passengers with special needs, delivering personalized care throughout the journey.
Back-Office Role: Contact Centre Agent
The Contact Centre Agent role represents the voice of Emirates. Professionals in this position provide accurate information about Emirates products and services through voice, chat, and social media platforms. The role requires strong customer engagement skills, sales focus, and the ability to respond efficiently across digital communication channels.
Qualifications and Skills
Candidates must hold a High School or A-level certificate, be fluent in English, and demonstrate excellent interpersonal skills. Willingness to work shifts, basic PC skills, and readiness to wear a uniform for front-line roles are required. For Contact Centre positions, fluency in English plus one additional language—such as Arabic, French, German, Japanese, Mandarin, Spanish, or others—is mandatory.
