Call Centre Operator

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
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.

Delivers client service by taking inbound calls, receiving email requests
received in adherence to procedural, productivity and quality standards.
The role would be reporting to a Helpdesk Supervisor and responsible to
support the Helpdesk functions that will be utilized to support this
department.

Key Accountabilities
Assist the Helpdesk Team Leader to monitor service standards and functionality
of the OSP systems throughout the event
Fast and accurate keyboard typing skills.
Excellent customer and call handling skills.
Good data entry skills.
Strong communication and interpersonal skills at an individual and team level
Working knowledge of CAFM (Computer Aided Facilities Management) and other
systems.
Responding to queries via chat, email, or phone
Answer, screen and transfer inbound phone calls emails, portal requests, to
our helped desk
Distribute tasks from the help desk to the relevant OSP teams
Close tasks down after completion by the OSP team

Specific Requirements
‎1-‎2 years’ experience in a similar role working within a highly dynamic and
complex environment
Sufficient experience of overseeing an effective CAFM system or any ticket
logging system
Bilingual (Arabic & English)
Willing to work on shift basis
Excellent Phone Manner.
Excellent Customer Handling skills.
Excellent Email Handling Skills.
Excellent typing skills
Organizational, time-management, computer and administrative skills
Good Microsoft suite skills
Able to demonstrate ability to undertake the above responsibilities
Resilient to cope with conflicting demands, able to prioritise duties and work
effectively under pressure while remaining calm and professional at all times
Able to manage sensitive and sometimes confidential information
Flexible attitude
Diploma or equivalent

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:
Competitive monthly pay and allowances that are commensurate with the role and
industry standards
Comprehensive medical insurance coverage and life insurance, so our employees
can feel secure in their health and financial wellbeing
We recognize the importance of work-life balance, which is why we offer
competitive leave benefits that exceed industry standards
We offer an annual airfare allowance to support our expat colleagues to stay
in touch and visit their loved ones
We pride ourselves on providing a supportive work environment where we foster
a positive Safety-First culture
We care deeply about our colleagues' wellbeing and offer access to wellbeing
programs and platforms to support their physical, mental, and emotional
health.
As a global organization, we offer a vast array of career paths for our
employees to choose from. The scale and breadth of our organization provides
our colleagues with 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 is one that
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.
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.
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.