Customer Service Agent

SERCO Limited; Abu Dhabi; On-site; AED 56,000 - 89,000; Full time

Job summary

Serco is seeking a Customer Experience Agent to deliver world-class service to customers in one of our new public venues in Abu Dhabi. You will join a diverse, collaborative team and support Operations to maintain exceptional service standards.

Duties include providing information, assisting with wayfinding, handling queries, coordinating with service partners, and helping the Terminal Operations team ensure safety, compliance and a positive visitor journey.

Qualifications

• Must have high school diploma or equivalent.
• At least 1 year front-line customer service experience.
• Good understanding of customer interaction and conflict resolution.
• Fluent in English and Arabic (written and spoken).

Responsibilities

• Provide customer service and information to customers.
• Assist with information, wayfinding, and deliver friendly professional service.
• Be first contact for queries and resolve problems.
• Coordinate with service partners to deliver the daily operating plan.
• Support the Terminal Operations Team in daily tasks ensuring safety and procedures.
• Prepare reports and briefings and complete administrative tasks.

Skills

Customer service

Conflict resolution

Bilingual English/Arabic

Software literacy

Education

High school diploma

Tools

CRM software

Job description

strong Customer Experience Agent - Talent Pool strong strong Impact a better future nbsp strong 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 fulfil our purpose to impact a better future by Bringing National Visions to Life

Your Opportunity

We are looking for a Customer Experience Agent to provide world class customer service to customers and to assist the Operations teams and service partners in delivering the best possible operational standards This is a new opportunity to join our team and provide world class customer service in one of our new large and open public venue 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 nbsp Serco delivers essential public services to customers in the UAE on behalf of governments semi-governments and large private corporations nbsp nbsp

Key Accountabilities

• Customer service provision and assisting customers nbsp with information Team members interact face to face with thousands of customer daily and the core task is to assist them nbsp in any way required to assist them on their journey
• Providing information regarding products and services assisting with wayfinding and delivering the friendly and professional service that is core to client aspirations
• Communication and problem solving Team members will be the first point of contact for the majority of customer queries and issues so they need to be agile and well informed to assist in the successful resolution of problems
• Coordination with service partners to deliver the daily operating plan Team members will work closely with the Police GDRFA and service partners to efficiently process customers nbsp through the required processes and touchpoints in a timely and compliant manner
• Supporting the Terminal Operations Team in all daily tasks and activities Team members will assist the operations team in ensuring a safe and secure environment reporting hazards and ensuring all policies and procedures are adhered to
• Briefing and reporting Team members will support the operations team in preparing reports and briefings gathering and recording required information and ensuring all required administrative tasks are accurately completed

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 nbsp

Requirements

• 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.