Company          : Emirates dnata

Location           : Dubai, UAE

Timing               : Full time

Closing date     : 19 May 2024


  • Generic

– Provide the highest standard of customer service to all clients whether Retail, Government or Corporate, using all tools that are made available. Attend all customer queries in a timely and appropriate manner.
– Build valuable relationships with your customers & suppliers, ensuring your tone of voice, language and contact are in line with our brand guidelines and ensure a positive result for our clients.
– Provide the dnata Travel-approved goods, services, and loyalty programs; and let all customers know about the location and product to make sure it meets their travel needs.
– To make the most money, take advantage of every sales or consultation chance to cross-sell or upsell any related extra product. Sell extra things like tours, excursions, and events to bring in extra money.
— Let customers know what they need to bring on their trip, like a passport, visa, health insurance, and other documents. Also let them know where and when to check in.
– Keep good working relationships with clients and keep them up to date on new products and services. At the same time, work to make your working relationships better all the time.
– We carefully listen to our customers to make sure we understand their exact wants and needs. Then, our surprise and pleasure service will really impress them. Make things right when they go wrong so that our customers only have good things to say about us.
– Make sure that all forms of touch are dealt with quickly and with a positive “can-do” attitude. Also, meet or beat service and sales performance goals based on key performance indicators.
Stick to all the rules our customer feedback program sets out, as well as any internal audit rules, to make sure we meet the standard set by the customer audit team.


– Provide award winning service on holiday for our customers, primarily face to face, but also over the phone, via SMS & WhatsApp and through our new App Chat functionality.
– Work with our airlines Network Control and Reservation Services team, Destination Management Companies and hotels around the world. Monitor the network and ensure Emirates Holidays customers are proactively supported and looked after.
– Play an instrumental role within the `Crisis incident? team, in the event of Force Majeure, crisis or cancellation situations during the holiday experience.


  • Commercial/Sales.
  • Reservations/Ticketing : 1+ Year
  • 12 Years schooling or equivalent :
  • Experience in commercial/Sales/Reservations/Ticketing/ Travel & Tourism/ Customer Service.


  • Knowledge/skills: – Someone who really understands the importance of exceptional customer experiences and exceeding our customers’ expectations.
  •  A confident communicator with proven persuasive and influencing skills. –
  • Thrives on a busy service and sales environment and self-motivated to achieve performance & business targets. –
  • Positive attitude and enjoys working as part of a team.
  • A flexible approach with the ability to adapt to different people, customers, challenges and ways of – working. –
  • Someone who wants to keep developing and able to take accountability for their own learning.
  • Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them.
  • Excellent attention to detail and understands the impact of errors on the business and customer. –
  • IT literate and quick to learn.
  •  Flexibility to work shifts, including evenings, weekends and public holidays.


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