EMIRATES CAREERS APPLY NOW FOR THE LATEST VACANCIES IN Senior Customer Service Agent
EMIRATES CAREERS : employees representing more than 175 nationalities, the organisation stands as a truly global enterprise, bringing together talented professionals from every continent. Regardless of the scale of investment made in advanced equipment and technology, people remain the defining factor behind performance, quality, and results. Success is driven by expertise, commitment, and collaboration across teams worldwide. Joining this organisation offers the opportunity to contribute to continued growth, innovation, and global expansion while being part of a shared journey toward long-term success.
Key Employee Focus Areas
Professionals are encouraged to grow within a dynamic, multicultural, and collaborative environment. The following focus areas form the foundation of strong workplace relationships and a positive employee experience across the organisation:
- Safety & Wellbeing
- Development & Career Growth
- Reward & Recognition
- Diversity & Belonging
- Community Responsibility
- Environmental Commitment
Why Work with the Emirates Group
Joining the Emirates Group provides the opportunity to work in a fast-paced and progressive environment alongside highly skilled professionals from around the world. Continuous learning, exposure to diverse expertise, and hands-on experience support both professional and personal growth. A competitive compensation structure and a comprehensive benefits package further enhance the overall career experience, while global opportunities allow employees to explore new destinations and cultures.
Discover the Network
A wide range of benefits and privileges is available, designed to support work-life balance, personal development, and global mobility.
dnata Travel Discounts
Access exclusive offers and discounts on hotel stays, car rentals, activities, and excursions through dnata, enabling memorable travel experiences worldwide.
Accommodation Allowance
Depending on role and location, eligibility may include an accommodation allowance or residence in company-provided housing.
Annual Leave
Maintain a healthy work-life balance with a minimum entitlement of 30 days of annual leave each year.
Travel Benefits
Explore destinations across the globe with family and friends through travel benefits available on Emirates and partner airlines.
dnata Travel Discounts
Enjoy additional savings on travel-related services, including hotels, transportation, and leisure activities through dnata partnerships.
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Accommodation Allowance
Housing support is offered based on role requirements and operational location, either through allowances or company accommodation.
Annual Leave
Annual leave entitlements ensure sufficient time for rest, travel, and personal commitments.
Travel Benefits
Ticket benefits provide opportunities to experience global travel with Emirates and associated airline partners.
Customer Service Supervisor – Medical Clinic
Location: Dubai, United Arab Emirates
Job Purpose
dnata is recognized as one of the world’s leading providers of air and travel services, delivering comprehensive solutions across ground handling, cargo, travel management, catering, and retail operations. With a strong global footprint spanning more than 130 airports across over 34 countries and six continents, dnata plays a critical role in supporting seamless travel and service excellence across the aviation and healthcare support ecosystem.
The position of Customer Service Supervisor – Medical Clinic is designed to ensure the smooth, efficient, and consistent operation of Contact Centre services that support medical and healthcare-related customer interactions. This role carries direct responsibility for operational oversight, real-time service delivery, escalation management, and adherence to established systems and service protocols. The position also serves as a subject matter expert for Contact Centre operations while leading, guiding, and developing a high-performing customer service team focused on quality, compliance, and patient satisfaction.
The Customer Service Supervisor acts as a critical link between frontline customer service teams and internal support functions, ensuring alignment between operational delivery, clinical standards, and organizational service objectives. The role requires strong leadership capability, sound operational judgment, and the ability to manage complex customer interactions within a regulated healthcare support environment.
Key Responsibilities
The Customer Service Supervisor is responsible for supervising daily Contact Centre operations and ensuring service continuity across all medical clinic-related customer interactions. This includes providing direct guidance, coaching, and performance management support to Customer Service Agents and Team Leaders. Ongoing feedback, mentoring, and structured development plans are essential elements of the role, contributing to employee engagement, skill enhancement, and service consistency.
Daily operational oversight forms a core responsibility of the position. This involves monitoring key service metrics, managing real-time performance, identifying service gaps, and ensuring service level agreements are consistently achieved. Escalation handling is a critical function, requiring timely intervention, effective problem resolution, and professional service recovery in complex or sensitive cases.
The role functions as a subject matter expert on Contact Centre systems, workflows, and service protocols. This includes supporting agents with system-related issues, process clarifications, and adherence to service standards. Strong knowledge of medical appointment booking systems, healthcare workflows, and clinical service coordination is required to ensure accuracy, compliance, and customer confidence.
The Customer Service Supervisor serves as the primary operational liaison between frontline teams and key support functions, including Medical Services, Quality Monitoring, Training, and Workforce Management. This coordination ensures operational alignment, consistent messaging, and efficient resolution of cross-functional dependencies that may impact service delivery.
Handling complex, high-impact, or escalated customer cases is a key component of the role. This requires structured problem analysis, coordination with internal stakeholders, and a focus on timely resolution while maintaining empathy, professionalism, and compliance with healthcare service standards.
The position also plays a vital role in identifying recurring service issues, operational inefficiencies, or process gaps. Insights gathered from daily operations are used to recommend service improvements, contribute to process redesign, and support updates to Standard Operating Procedures (SOPs), internal guidelines, and reference materials.
Supporting the implementation of new initiatives, system enhancements, or service changes is another core responsibility. This includes collaborating with project stakeholders, ensuring frontline readiness, facilitating training or briefings, and monitoring post-implementation performance to ensure successful adoption.
Within the Medical Services operational framework, the Customer Service Supervisor leads teams responsible for specialty-based appointment scheduling, management of complex medical inquiries, and alignment with clinical protocols. Ensuring accuracy in appointment coordination, compliance with healthcare standards, and consistent patient satisfaction remains a key outcome of the role.
Qualifications and Experience
To be considered for this role, candidates must meet the following requirements:
- Completion of 12 years of schooling or an equivalent educational qualification
- Demonstrated experience in commercial, sales, or customer-focused operational environments
- A minimum of four years of experience in Contact Centre operations or customer service, including at least two years in a supervisory or team leadership role
- Prior experience supporting healthcare, medical clinics, or medical services operations is strongly preferred
- Proven experience managing escalations, supporting service delivery, and contributing to operational or process improvements
- Strong understanding of Contact Centre systems, service workflows, and performance management methodologies
- Familiarity with healthcare appointment coordination processes and clinical service standards
- Excellent communication and interpersonal skills with the ability to coach, guide, and motivate team members
- Strong capability in real-time performance monitoring, issue resolution, and escalation handling
- Analytical mindset with the ability to identify trends, assess root causes, and recommend practical improvements
- Proficiency in Microsoft Office applications and Customer Relationship Management (CRM) systems
About the Organization
Ground-based services play a vital role in keeping global operations running efficiently. As one of the largest air services providers worldwide, dnata delivers expertise across ground handling, cargo, travel services, and flight catering operations in more than 80 countries. Rapid growth, operational scale, and service innovation define the organization’s global presence.
Career opportunities within dnata offer exposure to complex operations, diverse teams, and a culture that values performance, accountability, and continuous improvement. Individuals with creativity, initiative, and a passion for service excellence are encouraged to contribute to delivering on customer and partner commitments across multiple industries, including healthcare support services.
Salary and Benefits
The position is based in Dubai and offers a competitive tax-free salary package aligned with experience and role requirements. Industry-exclusive travel benefits are provided, including discounted flights and hotel stays worldwide. Dubai offers a dynamic, cosmopolitan lifestyle with world-class infrastructure, cultural diversity, and professional growth opportunities. Additional information about living and working in Dubai can be accessed through the Dubai Lifestyle section on the official careers website.
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