Helpdesk Operator

Six Construct; Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading construction company in Abu Dhabi is looking for a customer service representative with at least 2 years of experience in a call center. You'll handle incoming and outgoing calls, manage helpdesk requests, and ensure compliance with internal procedures. The ideal candidate is fluent in English and Arabic and possesses excellent communication skills. Additional training programs and career opportunities will be provided.

Benefits

Attractive benefits

Career opportunities

Training programs

Qualifications

• Minimum 2 years of customer service experience, preferably in Facility Management.
• Strong knowledge in customer services certifications.
• Excellent oral and written communication skills in English and Arabic.

Responsibilities

• Handle inbound and outbound calls effectively.
• Maintain helpdesk-related documents and data.
• Ensure compliance with company policies and procedures.

Skills

Telephone etiquette

Customer Relationship Management

Excellent communication skills in English

Team player

Education

Higher Secondary School Graduate

Bachelor's degree (preferable)

Tools

MS Office

Job description

Job Description

• Telephone Handling & Help Desk (CAFM)
• Answer inbound calls and log them on CAFM.
• Make outbound calls to process customer complaints.
• Maintain helpdesk-related documents.
• Ensure smooth coordination between help desk and operations.
• Maintain knowledge of helpdesk policies and procedures.
• Achieve key performance indicators (KPIs) and support team members.
• Proactively monitor and address outstanding maintenance calls.
• Gather feedback from departments and update customers.
• Coordinate with helpdesk operators.
• Ensure timely completion of work as per service level agreement.
• Update and maintain CAFM data.
• Issue maintenance plans monthly and ensure compliance.
• Complete task-related data loading on CAFM.
• Manage helpdesk requests via email, chat, and WhatsApp.
• Maintain efficient filing systems.
• Ensure compliance with company policies and procedures.
• Participate in special projects and support organizational functioning.
• Undertake additional duties as required for smooth departmental operation.
• Adhere to company policies and procedures.
• Promote and implement equal opportunities policies.
• Comply with safeguarding commitments.
• Manage risk and ensure compliance with health and safety policies.

Qualifications

• Minimum 2 years of relevant experience in customer service & call centre, preferably in Facility Management industry.
• Graduate in Higher Secondary School; Bachelor's degree in any stream is a plus.
• Sound knowledge in MS – Office, telephone etiquette, customer services certifications.
• Excellent communication skills in English & Arabic read & write Basic report writing skills.
• Team player.
• Customer Relationship Management
• The ability to listen to others understand and interpret their views analysis and provided advice / solutions.
• Excellent oral and written communication skills with the ability to communicate effectively with both technical and non–technical staff.
• Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organization.
• Must be able to set and negotiate priorities with the customer & contractors for themselves, and subsequently programs workload to achieve results and meet deadlines.
• Able to concentrate and focus on a range of issues.
• Capable of working in a demand driven service.
• Process and Procedure writing skills.

Additional Information

We believe our employees are key to our success, hence, we offer an inspiring working environment where our people feel rewarded & engaged. Career opportunities & training programs are offered to help you develop both personally and professionally and we offer attractive additional benefits to your monthly remuneration