Joining the Emirates Group offers the opportunity to work within a dynamic, fast-paced professional environment that encourages continuous learning and growth. Career development takes place alongside highly skilled professionals representing a wide range of expertise, backgrounds, and global experience. As careers progress within the Group, employees benefit from a comprehensive compensation structure and an extensive benefits package, along with numerous opportunities to explore international destinations through industry-leading travel privileges.Headquartered in Dubai, the Emirates Group employs more than 120,000 professionals representing over 160 nationalities. The Group’s broad and diverse international portfolio includes Emirates, the world’s largest international airline, and dnata, one of the world’s largest combined air services providers. In addition to aviation, the Group encompasses a wide variety of businesses, creating a broad spectrum of career pathways across multiple sectors. These opportunities are accessible through the Group’s dedicated careers platform at emirates.com/careers.

The continued success of the Emirates Group is driven by the recruitment and development of high-calibre professionals who benefit from living and working in Dubai. The city is recognized as a modern, cosmopolitan hub offering one of the most attractive lifestyles globally. Employees from more than 160 nationalities receive tax-free salaries, competitive benefits packages, and access to structured professional development programs designed to support long-term career advancement within the organization.

For high-performing individuals seeking meaningful career challenges, continuous personal and professional growth, and recognition for individual contributions, the Emirates Group presents a compelling career destination. The organization values talent, performance, and commitment, creating an environment where professional achievements are acknowledged and rewarded.

“Today, with a workforce representing over 175 nationalities, the Emirates Group stands as a truly global organization with talented professionals drawn from every continent. Continuous investment in advanced equipment and infrastructure remains important; however, people remain the defining factor behind sustained success and results. The future is focused on growth and global expansion, supported by the strength, dedication, and expertise of the workforce.”

Customer Sales & Service Agent

Job Purpose

With more than four decades of global trading expertise, SkyCargo plays a vital role in connecting people and businesses to a wide network of international opportunities. The organization operates at the heart of the aviation and logistics industry, delivering reliable cargo and travel solutions across global markets.

This position is based within a Contact Center environment and focuses on delivering the highest standards of customer service while promoting and selling Emirates products. Responsibilities include offering air tickets, cargo products, and tailored solutions with the objective of enhancing customer satisfaction, strengthening brand loyalty, and contributing to increased company revenue.

Key Responsibilities

Deliver exceptional customer service to Emirates customers by providing accurate information on tariff fares, travel options, and related services. Ensure efficient handling of inquiries while actively issuing online tickets and promoting relevant products to meet customer needs.

Process Emirates ticketing requests with full compliance to airline policies, rules, and regulations. Ensure that each customer request is fulfilled accurately and professionally to achieve a superior service experience. Clearly communicate all legal and travel-related requirements, including passport validity, visa regulations, health requirements, check-in locations, and reporting times.

Support revenue growth by presenting customers with a range of available products and services. This includes Skywards membership enrollment, DBB options, Dubai stopover packages, hotel bookings, fare upgrades, and additional value-added services designed to enhance the travel experience.

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Contribute to service excellence by actively sharing ideas, suggestions, and recommendations aimed at improving service delivery. Participation in continuous improvement initiatives supports revenue growth and reinforces Emirates’ position as a leading airline in the global market.

Maintain accurate and organized ticket-related documentation. Ensure that timetables are kept up to date and that brochures, sales materials, and promotional displays are correctly presented at individual service counters. These activities apply specifically to Reservations and Ticketing Offices and are essential in offering customers a wide range of choices that support sales growth.

Provide operational support to the Customer Sales & Service Team Leader by assisting with end-of-day sales closure and banking of received funds. Where possible, develop and maintain a database of potential and existing customers. Build strong professional relationships through follow-up communication, including occasional calls to inform customers about new services, encouraging repeat business and long-term loyalty. This responsibility applies to Reservations and Ticketing Offices only.

Respond promptly and accurately to customer and agent inquiries related to cargo import and export services. Support customers throughout the entire process, from quotation and reservation to shipment handling. Provide system guidance to enable customers to independently manage requirements through the company website.

Conduct follow-ups on quotations provided to customers and agents, consistently identifying opportunities to increase shipment volumes and maximize revenue. Ensure that customers and agents remain informed about shipment status, maintaining transparency and trust throughout the cargo movement process.

Qualifications and Skills

• Completion of 10 years of schooling or an equivalent qualification
• Strong interpersonal, telephone, and customer service communication skills
• Ability to perform effectively in a fast-paced, sales-driven team environment
• Proficiency in PC-based applications, including Microsoft Word, Excel, and email systems
• Knowledge of contact center operations and airline industry procedures
• Familiarity with standard fares and ticketing courses, Skywards program, and MARS reservation systems
• Ability to read, write, and speak Arabic is considered an advantage

Career Opportunity

This role offers the chance to become part of a workforce exceeding 100,000 professionals across more than 50 brands within the Emirates Group. Led by the globally recognized Emirates airline and supported by dnata, the group operates across travel, tourism, aviation, leisure, sport, and retail sectors. A strong commitment to innovation, quality, and service excellence has established an admired global reputation. This environment supports professional growth, skill development, and long-term career progression.

Salary and Benefits

The position is based in Dubai and offers a competitive salary package along with industry-exclusive travel benefits. These include discounted flights and hotel stays worldwide, providing valuable lifestyle and travel advantages.

Additional information about living and working in Dubai can be explored through the Dubai Lifestyle section on the official Emirates Group careers website.

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