Contact Centre Operator (Arabic Speaker)

Contact Centre Operator (Arabic Speaker) - Subject to Contract Award
Make a difference every day

The Job 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 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 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

What we are looking for in our candidates
Good communication and interpersonal skills at an individual and team level.
Ability to work in an individual and team environment. Well-developed customer
service skills. Sound analytical skills.

Specific requirements
Minimum two (‎2) years' experience in office environment using keyboard skills.
Excellent Phone Manner. Excellent Customer Handling skills. Excellent Email
Handling Skills. Excellent 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.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has
important role to play.
https://www.serco.com/me

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

Take pride in what you do
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.