Contact Centre Operator Serco Abu Dhabi

  • Full time
  • Dubai, UAE
  • Posted 2 weeks ago
  • 4000-8000 AED / Month

Contact Centre Operator at Serco will 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. The role holder is expected to deliver client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards. This role will be based in Abu Dhabi airport. This is a mid level full time role. For this position salary can range between 4000 to 8000 AED/month. Requisition ID for this vacancy is 293267.

Responsibilities of A Contact Centre Operator

  • 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.

Eligibility Requirements

The eligibility requirements for role of a Contact Centre Operator are as under:

  • Ideally a degree holder in business administration or related discipline.
  • Minimum 2 years of experience in office environment using keyboard skills.
  • Ideally experience in use of CAFM system.

Knowledge & Skills Desired

  • 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.

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