Customer Experience Agent – Front-Line Service Pro

Serco; Abu Dhabi; On-site; AED 60,000 - 70,000; Full time

Job summary

Serco is hiring a Customer Experience Agent to deliver world class service at a large public venue in the UAE. You will join a diverse team, constantly interacting with customers and supporting operations to meet high standards.

The role requires strong communication, conflict resolution, and the ability to work closely with partners including Police and other agencies to guide customers through processes in a safe, compliant environment.

Qualifications

• Must hold high school diploma or general education degree or equivalent professional qualification.
• Ideally will have minimum 1 year of experience as front-line staff delivering customer service in a Retail, F&B, hotel, hospitality or equivalent.
• Must have good understanding of dealing with customers and conflict resolution techniques.
• Should have knowledge of basic software and online applications.
• Should be fluent in written and spoken English and Arabic.

Responsibilities

• Provide world class customer service and assist operations teams and service partners.
• Interact face to face with thousands of customers and assist them on their journey; provide information on products and services and assist with wayfinding.
• Communicate and problem solve; be agile and well informed to resolve issues.
• Coordinate with service partners to deliver the daily operating plan with Police, GDRFA and partners.
• Support the Terminal Operations Team in daily tasks and ensure safety and policy adherence.
• Prepare reports and briefings; gather and record required information and complete administrative tasks.

Skills

Customer service

Conflict resolution

Bilingual English/Arabic

Education

High school diploma or equivalent

Tools

Basic software

Job description

Serco is hiring a Customer Experience Agent to deliver world class service at a large public venue in the UAE. You will join a diverse team, constantly interacting with customers and supporting operations to meet high standards.

The role requires strong communication, conflict resolution, and the ability to work closely with partners including Police and other agencies to guide customers through processes in a safe, compliant environment.