Customer Service Agent - Temporary Contract, Shift Based

About the role

dnata Travel is hiring a Customer Service Agent on a temporary, shift-based basis in Dubai. You will provide exceptional service during operational shifts by managing customer interactions across multiple channels, delivering timely solutions and accurate information, and keeping customer satisfaction high.

Key responsibilities

• Handle inbound and outbound customer communications, including inquiries, bookings, confirmations and reminders, with a professional and courteous approach.
• Maintain accurate customer records and document all interactions in line with confidentiality and data protection requirements.
• Identify, log and escalate customer complaints or unresolved issues promptly to support service recovery.
• Provide feedback on recurring customer concerns and help improve processes and service.
• Achieve agreed KPIs such as call handling time, scheduling accuracy, SLA compliance and customer satisfaction targets.
• Take part in training, coaching and quality assurance initiatives.

Required profile

• Minimum of 2 years of experience in a customer service or case management role.
• Experience in a high-pressure, high-volume environment.
• Strong interpersonal and communication skills with a customer-first mindset.
• Ability to work in a shift-based setting, manage several tasks and adapt to changing priorities.

Required skills

• Proficiency with CRM systems, call management tools and documentation systems.
• High accuracy in data entry, documentation and follow-up coordination.

What we offer

• An attractive tax-free salary.
• Travel benefits exclusive to the industry, including discounts on flights and hotel stays worldwide.