Senior Customer Service Agent - Medical Services
Job Description
Job Purpose
dnata is one of the world's largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.
As a Senior Customer Service Agent, you will deliver high-quality customer service while handling complex cases, supporting peers, and contributing to operational consistency, service quality and process improvements within the contact centre.
In This Role You Will- Handle all customer interactions across channels with professionalism and empathy, managing inquiries, bookings, follow-ups, and cancellations. Ensure accurate documentation is maintained in line with company policies.
- Act as the first-level escalation point for customers and agents, assisting with complex or sensitive cases and ensuring timely, effective resolution to uphold service standards.
- Monitor key service metrics such as Service Level Agreements (SLA's) and queue status, identifying performance trends or risks and reporting them to supervisors to support continuous improvement.
- Provide informal coaching and share best practices to support agent development and consistency in service delivery. Reinforce service protocols through peer support and guidance.
- Contribute to the review and improvement of Standard Operating Procedures (SOPs) and service documentation, identifying opportunities for operational efficiency and alignment.
- Work closely with support teams including Medical Services, Quality, Training, IT, and Medical Benefits to resolve issues and ensure alignment with service standards and expectations.
- Coordinate specialty-based appointment bookings (e.g., Musculoskeletal (MSK), Physiotherapy, Clinical Psychology (CP), Physiotherapy, Radiology), in line with clinical protocols and SOPs.
- Participate in calibration sessions and service reviews with Emirates Group Medical Services to ensure operational readiness and alignment.
Qualification
To be considered for the role, you must meet the below requirements:
- 10 Years schooling or equivalent.
- Experience in commercial or sales.
- Experience in contact centre or customer service role, with exposure to escalations, SOPs, and coordination responsibilities.
- Intermediate understanding of contact centre systems, workflows, and service protocols.
- Strong communication and problem-solving skills, with the ability to support peers and contribute to process improvements.
- Familiarity with healthcare appointment coordination medical procedures, treatments, insurance and clinical service standards is preferred (for Medical Services).
- Ability to monitor performance metrics and escalate issues appropriately.
- Proficiency in MS Office and Customer Relation Management (CRM) systems.
- For Medical Services: 3 years is the U.A.E within healthcare industry or case management role.
We want potential stars to help us deliver on the promises our customers make.
Salary & benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it's like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers