Airport Helpdesk Operator - Bilingual (Arabic/English)

VIVO Defence Services; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Serco is seeking a Contact Centre Operator to respond to Helpdesk requests, monitor building operations, and log system faults for remediation within CAFM. You will deliver world-class customer service through inbound calls and email requests, adhering to procedures and quality standards.

This role, based at Abu Dhabi airport, offers the opportunity to work within a large, diverse team and contribute to a high-quality, client-focused operation under contract awards.

Qualifications

• Two years in an office environment with keyboard use.
• Excellent phone manners and customer handling.
• Strong email handling and data entry skills.
• Fluent in Arabic and English, spoken and written.
• Knowledge of QA principles and working to procedures.
• Experience with computerised logging systems.

Responsibilities

• Answer calls via switchboard, radio, and email 24/7.
• Respond to requests within KPI targets.
• Handle queries quickly and efficiently for clients.
• Prioritise calls according to procedures.
• Communicate with site management and staff about calls/emails.
• Maintain high service levels with tenants/clients.
• Close work requests in the CAFM system and follow up to meet KPIs.

Skills

Phone handling

Email handling

Data entry

Arabic and English fluency

Quality Assurance knowledge

CAFM system familiarity

Keyboard skills

Education

BA in Business Administration

Tools

CAFM system

Job description

Serco is seeking a Contact Centre Operator to respond to Helpdesk requests, monitor building operations, and log system faults for remediation within CAFM. You will deliver world-class customer service through inbound calls and email requests, adhering to procedures and quality standards.

This role, based at Abu Dhabi airport, offers the opportunity to work within a large, diverse team and contribute to a high-quality, client-focused operation under contract awards.