Contact Centre Operator (UAE National)

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Contact Centre Operator (UAE National)
Make a difference every day

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 services to fulfill 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 requests directed to the Helpdesk. The role involves monitoring and controlling daily building operations and recording system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repairs and planned preventive maintenance. You will deliver client service by handling inbound calls and email requests, adhering to procedural, productivity, and quality standards.

This is a great opportunity to join our team and provide world-class customer service at one of our airport contracts. You will work as part of a large, diverse team, interacting constantly with customers in a collaborative and engaging environment.

This position is based at Abu Dhabi Airport.

Key Accountabilities

1. Attend to calls and requests via switchboard, radio, and email (24/7) related to properties.
2. Answer calls within KPIs and prioritize calls according to procedures.
3. Handle client queries efficiently and promptly.
4. Record tenant/client and system fault requests accurately in CAFM.
5. Assign, generate, and schedule job cards for technicians and building managers.
6. Communicate with site management and staff regarding calls and emails.
7. Follow up with clients/tenants and technicians regarding job cards.
8. Maintain a high level of service internally and externally.
9. Ensure work requests are completed in the CAFM system.

Specific Requirements

• Minimum two (2) years' experience in an office environment with keyboard skills.
• Excellent phone manners and customer handling skills.
• Strong email handling and data entry skills.
• Proficiency in spoken and written English.
• Knowledge of property and facility management.
• Technical knowledge of building services is advantageous.
• Understanding of Quality Assurance principles and procedures.
• Experience with computerized logging systems, ideally CAFM.
• Degree in business administration or related discipline preferred.

What’s in it for you?

At Serco, our core values drive us, and we believe in fair compensation for our colleagues. Our total reward package includes:

• Competitive pay and allowances aligned with industry standards
• Comprehensive medical and life insurance
• Generous leave benefits exceeding industry standards
• Annual airfare allowance for expatriates
• A supportive, safety-first work environment
• Wellbeing programs supporting physical, mental, and emotional health
• Opportunities for career growth both regionally and globally

Join Us

Serco values diversity and inclusion, fostering an environment of respect and belonging. We are committed to equal employment opportunities and ensuring employee safety through our Zero Harm initiative. Visit www.serco.com/careers for more information.