Contact Centre Operator (UAE National)

Contact Centre Operator
Make a difference every day 

We are a multinational organisation 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 Contact Centre Operator to respond to the requests directed to the Helpdesk. Monitor and control the daily operations of the building and to record any system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance. You are expected to deliver client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards.

This is a great opportunity to join our team and provide world class customer service in one of our airport contracts. 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. 

This role will be based in Abu Dhabi airport.

Key Accountabilities 

• Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties.
• Answer calls within the agreed KPI (Key Performance Indicator) and to priorities calls in accordance with procedure.
• Fast and efficient handling of queries with clients. 
• Record tenant/Client and system fault requests on the CAFM system accurately.
• Assign, generate and schedule job cards for technicians and building managers.
• Communication with site management and staff relating to calls/emails received.
• Follow-up with clients/tenants and technicians re job cards issued.
• Ensure that a high level of service is maintained (internal and external).
• Ensuring that the work request is completed in CAFM system

Specific Requirements (What we are looking for in our candidates) 

• Minimum two (2) years' experience in office environment using keyboard skills.
• Excellent Phone Manner and Customer Handling skills.
• Excellent Email Handling Skills and data entry skills.
• English spoken and written is essential.
• Knowledge of the property and facility management.
• Technical knowledge of building services operations is an advantage.
• Have understanding in the principles of Quality Assurance and working to procedures.
• Have an understanding and experience of using computerised logging systems.
• Ideally experience in use of CAFM system.
• Ideally a degree holder in business administration or related discipline.

What’s in it for you? 

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: 

• Competitive monthly pay and allowances that are commensurate with the role and industry standards 

• Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing 
• We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards 
• We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones 
• We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture 
• We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. 

• As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally. 

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 www.serco.com/careers for more information.