Customer Experience Agent (UAE National)

Job Req ID:  286047
Posting Start Date:  7 Sep 2023

Abu Dhabi, AE

Contract Type:  Full Time
Job Advertisement: 

Customer Experience Agent (UAE National) - Subject to Contract Award
Make a difference every day


Job 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. 


This is a subject to contract award role.


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.


What we are looking for in our candidates

  • Customer Service – See those they interact with as customer and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
  • Solves Problems - Identifies problems within own area of remit and takes responsibility for finding a solution regardless of the causes.
  • Communicates Effectively - Clearly and concisely conveys information and ideas that engage others.
  • Gains Others’ Trust - Interacts with others in a supportive way and in accordance with our Values.


Essential technical and professional skills

  • 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


Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


Join Us

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. To view all internal opportunities, log into MyHR online.