Contact Centre Operator-Talent Pool

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

Job Description:

Contact Centre Operator -Talent Pool
Impact a better future

We are a multinational organization with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public servicesto fulfil our purpose to impact a better future by \"Bringing National Visions to Life\".

Your Opportunity

We are looking for a Contact Centre Operator to respond to the requests directed to the Helpdesk. Monitor and control the daily operations of the building and to record any system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance. You are expected to deliver client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards.

This is a great opportunity to join our team and provide world class customer service in one of our airport contracts. You will be working part of a large and diverse team where you will constantly interact with customers in a collaborative and fun working environment.

This role will be based in Abu Dhabi airport, subject to contract award.

Key Accountabilities

• 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.

Specific Requirements

• 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.

Join Us

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual.We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.