Emirates Group Jobs Full Time

About the Opportunity

Join the Emirates Group, a global leader in aviation and travel, and contribute to delivering world-class experiences at one of the most iconic brands in the industry. As a Customer Experience and Operations Specialist based in Pakistan, you’ll play a pivotal role in ensuring seamless operations and exceptional customer service across our airport, lounge, and travel service touchpoints. This dynamic role combines operational excellence with customer engagement, offering a rewarding opportunity to shine in a fast-paced, multicultural environment.

Your primary responsibility will be to maintain impeccable operational standards. You’ll conduct regular checks to ensure resources, such as lounge supplies, check-in materials, and customer-facing equipment, meet Emirates’ high-quality standards and are free from defects or expiration. Keeping operational areas, including check-in counters, lounges, and service desks, fully stocked, organized, and visually appealing is essential to creating a premium customer experience. You’ll monitor inventory levels to prevent shortages, ensuring availability aligns with the demands of our passengers and operational needs. Additionally, you’ll oversee the timely updating of signage, digital displays, and service documentation to reflect accurate flight, service, and pricing information, enhancing clarity and professionalism.

Operational efficiency is at the core of this role. You’ll log tasks, such as restocking, maintenance, and service activities, promptly in Emirates’ internal systems, ensuring accurate records and streamlined workflows. You’ll also coordinate with teams to ensure resources and equipment are readily available for airport operations, upholding the group’s reputation for reliability and excellence.

Customer engagement is a cornerstone of this position. You’ll address passenger inquiries and concerns with empathy and professionalism, listening carefully to understand their needs and proposing solutions to enhance their travel experience. Building meaningful connections is key—you’ll interact with at least 10 customers weekly, whether at check-in, lounges, or service desks, to gather feedback, discuss preferences, and ensure their expectations are met. These interactions will help tailor Emirates’ services to deliver personalized, memorable experiences.

You’ll maintain and update customer and passenger records to ensure data accuracy, enabling efficient and personalized communication. By analyzing customer feedback and travel patterns, you’ll identify trends in service usage and preferences, proposing tailored solutions to elevate satisfaction. Monitoring customer engagement, tracking performance by service category (e.g., lounge access, priority boarding), and analyzing booking trends will inform action plans, such as targeted campaigns to boost loyalty and retention.

Occasional visits to partner facilities, such as local travel agencies or airport vendors, will allow you to gain insight into their operations, strengthening collaborations and aligning services with Emirates’ standards. You’ll also play a critical role in daily resource management, addressing shrinkage, optimizing stock performance, and ensuring quality and safety for our diverse customer base.

Company Description

The Emirates Group, headquartered in Dubai, is a global aviation and travel powerhouse, operating Emirates Airline, one of the world’s leading airlines, and dnata, a top provider of air and travel services. In Pakistan, Emirates has been connecting people and businesses to over 150 destinations since 1985, with a commitment to innovation, luxury, and sustainability. The group employs over 100,000 people across 80 countries, fostering a diverse and inclusive workplace. Renowned for its award-winning service, cutting-edge fleet, and global network, Emirates Group continues to redefine travel, delivering exceptional experiences to millions annually.