Contact Centre Operator - Arabic Speaker-Talent Pool

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Contact Centre Operator - Arabic Speaker - Talent Pool

Posting Start Date: 28 Mar 2025

Location: Abu Dhabi, AE, S71232

Contract Type: Full Time

Contact Centre Operator (Arabic Speaker) - Talent Pool
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 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 and receiving email requests 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 as 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:

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

Specific Requirements:

1. Minimum two (2) years' experience in an office environment using keyboard skills.
2. Excellent phone manner and customer handling skills.
3. Excellent email handling skills and data entry skills.
4. English spoken and written is essential.
5. Knowledge of property and facility management.
6. Technical knowledge of building services operations is an advantage.
7. Understanding of the principles of Quality Assurance and working to procedures.
8. Experience in using computerized logging systems.
9. Ideally, experience in using CAFM system.
10. 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:

1. Competitive monthly pay and allowances that are commensurate with the role and industry standards.
2. Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing.
3. Recognition of the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards.
4. An annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones.
5. A supportive work environment where we foster a positive Safety-First culture.
6. Access to wellbeing programs and platforms to support colleagues' physical, mental, and emotional health.
7. A vast array of career paths for our employees to choose from, providing 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 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.