Contact Centre Operator

Website Dubai Metro

Job Description:

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.

Job Responsibilities:

  • 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.
  • Communication with site management and staff relating to calls/emails received.
  • Assign, generate and schedule job cards for technicians and building managers.
  • Ensure that a high level of service is maintained (internal and external).
  • Follow-up with clients/tenants and technicians re job cards issued.
  • Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties.

Job Requirements:

  • Minimum two (2) years’ experience in office environment using keyboard skills.
  • Well-developed customer service skills.
  • Ability to work in an individual and team environment.
  • Excellent Email Handling Skills.
  • Excellent Customer Handling skills.
  • Good communication and interpersonal skills at an individual and team level.
  • Excellent Phone Manner.
  • Sound analytical skills.

Job Details:


Company: Dubai Metro

Vacancy Type: Full Time

Job Location: Abu Dhabi, AE

Application Deadline: N/A

To apply for this job please visit careers.serco.com.


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