Customer Service Agent - (Visa Services)

Job Purpose

dnata Travel Group represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Customer Service Agent - Visa Services, you will handle a broad range of customer contacts, namely e-visa services processing via telephone, e-mail or fax for the dnata outsource Visa business. You will provide excellent customer service to existing and new third-party accounts, further strengthening and growing the outsourcing business.

In This Role, You Will

• Handle visa services that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer. Achieve individual Key Performance Indicators (KPIs) for any specific visa services account to ensure agreed service levels are met.
• Handle different requests on a simultaneous basis to enhance overall visa services productivity.
• Achieve or surpass visa processing targets as per dnata standards. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of visa service is achieved and maintained.
• Ensure accuracy when completing visa-related services.
• Ensure knowledge is up to date and accurate on all aspects of each account's products/services. Subject matters include but are not limited to revising standard operating procedures, new products, and promotional campaigns to maintain quality service provision for all accounts.
• Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers.

Qualifications & Experience

To be considered for the role, you must meet the below requirements:

1. 1+ year customer service experience.
2. 10 years schooling or equivalent.
3. Experience in the visa services industry.
4. Fluency in written and spoken English is a must.
5. Basic knowledge of Microsoft Office packages.
6. Excellent sales skills.
7. Professional telephone etiquette.
8. Effective communication skills.
9. Spoken Arabic language skills.

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 hotel stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it’s like to live and work in our cosmopolitan home city can be found in the Dubai Lifestyle section.