24/7 Helpdesk Operator (Arabic & English)

VIVO Defence Services; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Serco in the UAE is seeking a Contact Centre Operator to respond to Helpdesk requests, monitor daily building operations, and log CAFM faults for repair and preventive maintenance. You will deliver client service by handling inbound calls and emails in line with procedural, productivity, and quality standards.

You will join a large, diverse team on an airport contract, interacting with customers in a collaborative, fast-paced environment.

Qualifications

• Minimum two (2) years experience in office environment using keyboard skills.
• Excellent Phone Manner and Customer Handling skills.
• Excellent Email Handling Skills and data entry skills.
• Arabic & English spoken and written is essential.
• Fluency in another language is preferred i.e. Russian or French
• Have understanding in the principles of Quality Assurance and working to procedures.
• Have an understanding and experience of using computerised logging systems.
• Ideally experience in use of CAFM system.
• Ideally a degree holder in business administration or related discipline.

Responsibilities

• Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties.
• Answer calls within the agreed KPI (Key Performance Indicator).
• Fast and efficient handling of queries with clients.
• To priorities calls in accordance with procedure.
• Communication with site management and staff relating to calls/emails received.
• Ensure that a high level of service is maintained between tenants/clients, (internal and external).
• Ensuring that the work request is completed in CAFM system
• Following up on all work requests to ensure they are completed within the KPIs.

Skills

Phone Manner

Customer Handling

Email Handling

Arabic-English

Russian/French (secondary)

Quality Assurance

Procedures Compliance

Education

Business Administration Degree

Tools

CAFM system

Job description

Serco in the UAE is seeking a Contact Centre Operator to respond to Helpdesk requests, monitor daily building operations, and log CAFM faults for repair and preventive maintenance. You will deliver client service by handling inbound calls and emails in line with procedural, productivity, and quality standards.

You will join a large, diverse team on an airport contract, interacting with customers in a collaborative, fast-paced environment.