Customer Service Role

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<h4>Job purpose</h4> <p>The Emirates Group is a highly profitable business comprising 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.</p> <p>If you're seeking a position that will allow you to thrive professionally and develop your career in the 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.</p> <p>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 includes 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.</p> <h4>During the hiring process, you can expect:</h4> <p><strong>Step 1 - Apply</strong><br> Submit your application and we will then send you a confirmation that we have received your application.</p> <p><strong>Step 2 - Review</strong><br> Our recruitment team will review your application.</p> <p><strong>Step 3 - Video interview and assessment</strong><br> If you are shortlisted for the role, you will receive a link to an on-demand, interactive, and gamified video interview assessment. This is the most critical part of the process and required if you want to progress to the next stage.</p> <p><strong>Step 4 - Offer</strong><br> If successful, you will receive an offer of employment which will include the benefits package for your role.</p> <h4>We have outlined below the specific job details for each of our roles:</h4> <p><strong>I. Customer-facing roles:</strong></p> <p><strong>Airport Services Agent (EK/dnata) & Marhaba Services Agent</strong></p> <p>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 providing a high-quality service experience will be integral to ensuring our customers have a seamless and enjoyable journey from start to finish.</p> <p>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.</p> <p><strong>II. Back-office role:</strong></p> <p><strong>Contact Centre Agent</strong></p> <p>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.</p> <h4>Qualification</h4> <p>To be considered for customer service roles, you must meet the following requirements:</p> <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> <p><strong>Job specific requirements for back-office roles:</strong></p> <ul> <li>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, Korean.</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> <p>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 will 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.</p> <h4>Salary & benefits</h4> <p>Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...