Customer Experience Agent

Averda; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Averda is seeking a CX Agent to manage customer communication and enhance customer experience. The ideal candidate will have a strong background in customer service, a diploma in Business Administration, and proficiency in English and Arabic. Join us to make a positive impact while working in a diverse and inclusive environment.

Qualifications

• Minimum of 3 years of work experience in a related field.
• Excellent English and Arabic speaking, reading, and writing skills.
• Intermediate to Advanced MS Office skills especially in MS Excel.

Responsibilities

• Manage customer communication including complaints by providing exceptional service.
• Drive and improve overall customer experience by meeting the company’s NPS target.
• Perform designated admin tasks that affect customer experience with 100% accuracy.

Skills

Organizational Skills

Customer Service Principles

Communication Skills

Education

Diploma in Business Administration

Tools

MS Office

MS Excel

Job description

#Weareaverda

About Us

Averda is the leading waste management and recycling company in the emerging world, operating in India and across the Middle East and Africa. The company provides a broad and specialized range of services to over 60,000 clients - large and small - across private and public sectors. These include the municipal authorities of major cities and household names in a wide range of sectors including oil & gas, automotive, retail and hospitality.

Founded in 1964 and headquartered in Dubai, Averda increasingly focuses on providing sustainable solutions which extract value from waste, reducing use of the planet’s limited natural resources and driving the circular economy. The company’s portfolio of services range from collecting bins and cleaning city streets to sorting, composting, recycling and disposing of household waste as well as safely managing highly-regulated hazardous waste streams including medical waste and dangerous chemicals. Recent investments have further developed the company’s waste treatment capabilities, with the goal of providing circular recovery options in all markets.

The company currently employs over 9,000 people worldwide, helping to provide secure employment amongst the communities it serves. Protection of environmental and human health is the company’s highest priority, and it operates in full compliance with international standards for quality control wherever it operates, currently: UAE, Saudi Arabia, Oman, Qatar, Morocco, South Africa, and India.

Our Mission

To treat, recover and recycle more than 80% of the waste that flows through our fleet and facilities using innovative sustainable solutions that satisfy our customers’ needs.

For over 30 years, we’ve taken pride in keeping cities, communities, and the environment clean and sanitary. But today we go far beyond just cleaning. We provide a full end-to-end service for our clients across developing and emerging economies who, like us, care about what happens to their waste. Together, we find solutions which recover or unlock the value in materials others call ‘waste’. We use the latest technology and our best creative minds to solve environmental problems and ensure we leave a cleaner and more sustainable world for our children.

Our Values

Deliver. Care. Inspire

Our values remain the same as the day we were founded - deliver, care and inspire. We deliver for our clients. We care for our planet and our people. We inspire others through our actions.

Our Vision

Our world without waste.

We share a vision of a world where materials are not merely discarded, but are reused, recycled, and recovered. A world without waste.

Role Summary

The CX Agent will help manage customer communication including complaints from different channels by providing exceptional service to every customer at every touchpoint within the Averda customer journey. The agent will ensure that every interaction is a chance for us to wow an existing or potential customer, or an opportunity to improve if we fall short of their expectation.

The CX Agent will also drive and improve overall customer experience by creating more engaged customers and meeting the company’s NPS target. Finally, they will be expected to perform designated admin tasks that can affect the overall customer experience with 100% accuracy.

The CX Agent will be reporting directly to the CX Lead and will become part of a high-performing, fast-paced Global CX Centre comprised of fun, energetic, and strong believers in customer-first approach (that so-called customer obsession) agents located across Averda locations who will act as the voice of our customers.

Experience

• Minimum of 3 years of work experience in a related field.
• Experience in a business-to-business and business-to-customer service

Qualification

• Minimum of a Diploma, preferably in Business Administration.
• Excellent English and Arabic speaking, reading, and writing skills.
• Intermediate to Advanced MS Office skills especially in MS Excel.

Knowledge

• Knowledge of customer service principles and practices.
• Ability to learn quickly and proficiently to absorb and retain new information.
• Demonstrate excellent organizational skills in planning & managing daily activities including scheduling, data input, invoicing, etc…

If you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren’t afraid of a challenge, why not start your journey with us today.

Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.