Job Summary

Emirates Airlines is seeking dedicated and service-oriented Customer Inquiry Desk Officers to join our airport operations team. The role is crucial in delivering seamless service to passengers, providing accurate information, assisting with inquiries, and ensuring every customer enjoys the Emirates experience. Positioned at the front line, you will represent the airline’s brand values of hospitality, efficiency, and professionalism while maintaining smooth airport operations.

Key Responsibilities

• Greet and assist passengers with courtesy, providing prompt and accurate information regarding flights, check-in, boarding, baggage, and airport services.

• Respond to customer inquiries at the information desk, over the phone, and via other communication channels.

• Guide passengers through airport procedures, including security, immigration, and gate information.

• Handle complaints, resolve customer concerns, and escalate issues when necessary to ensure passenger satisfaction.

• Support special assistance requests, including passengers with reduced mobility, unaccompanied minors, or VIPs.

• Maintain updated knowledge of Emirates Airlines policies, flight schedules, and airport regulations.

• Work collaboratively with other airport staff, ground handling teams, and security to ensure smooth passenger flow.

• Record and report passenger feedback, issues, and service improvements to management.

Required Skills and Qualifications

• Bachelor’s degree in Hospitality, Tourism, Business, or related field (preferred).

• Strong communication skills in English (both verbal and written); additional languages are an advantage.

• Customer service-oriented with a friendly, approachable, and professional demeanor.

• Ability to multitask in a fast-paced, high-pressure airport environment.

• Basic computer literacy and familiarity with airline/airport systems.

• Problem-solving skills with the ability to handle customer concerns calmly and effectively.

Experience

• Minimum 1–2 years of customer service experience, preferably in aviation, hospitality, or travel sectors.

• Prior experience in an airport environment or airline customer-facing role is a strong advantage.

Working Hours

• Full-time role with rotating shifts, including weekends, evenings, and public holidays.

• Flexibility is required to meet the operational needs of the airport.

Knowledge, Skills, and Abilities

• Knowledge of airport operations and passenger service protocols.

• Strong interpersonal and cross-cultural communication skills.

• Ability to remain calm under pressure and manage large passenger volumes.

• High attention to detail with accuracy in handling passenger requests and information.

• Team player with the ability to work effectively in a multicultural environment.

Benefits

• Competitive salary package.

• Travel benefits including discounted air tickets for employees and eligible family members.

• Comprehensive medical insurance and retirement benefits.

• Paid annual leave with attractive travel allowances.

• Professional training and development opportunities within the Emirates Group.

Why Join Emirates Airlines?

At Emirates Airlines, we pride ourselves on being one of the world’s most admired and innovative airlines. Joining us means being part of a global team that delivers excellence in aviation and customer service. You will work in a dynamic airport environment where your role directly enhances the passenger journey. With continuous career growth opportunities and world-class benefits, you will build a rewarding career while representing a prestigious international brand.

How to Apply

Interested candidates may apply through the Emirates Group Careers Portal at www.emiratesgroupcareers.com. Please submit your updated resume, a cover letter highlighting your customer service experience, and relevant certifications. Shortlisted candidates will be contacted for interviews and assessment.