Customer Service Specialist

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

Job Description:

Customer Experience Agent - 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 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.

Serco delivers essential public services to customers in the UAE on behalf of governments, semi-governments, and large private corporations.

Key Accountabilities

• Customer service provision and assisting customers with information.
• Team members interact face to face with thousands of customer daily and the core task is to assist them 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 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.

Specific 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

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 careers.serco.com for more information.

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