Customer Experience Team Member

Make a difference every day

Job Opportunity
The purpose of the role is to provide world class customer service to
customers and to assist the Operations teams and service partners in
delivering the best possible operational standards in all aspects of the
passenger journey.

Please note that this role will be hired by our partner FSG (First Security
Group).

Key accountabilities
Customer service provision and assisting customers with information.
Team members interact face to face with thousands of customer daily and the
core task is to assist them in any way required to assist them on their
journey. Providing information regarding products and services, assisting with
wayfinding and delivering the friendly and professional service that is core
to client aspirations.
Communication and problem solving. Team members will be the first point of
contact for the majority of customer queries and issues, so they need to be
agile and well informed to assist in the successful resolution of problems.
Coordination with service partners to deliver the daily operating plan. Team
members will work closely with Dubai Police, GDRFA and service partners to
efficiently process customers through the required processes and touchpoints
in a timely and compliant manner. This includes adhering to daily operating
plans and ensuring passengers are compliant with the requirements and
processes.
Supporting the Terminal Operations Team in all daily tasks and activities.
Team members will assist the operations team in ensuring a safe and secure
environment, reporting hazards, and ensuring all policies and procedures are
adhered to.
Briefing and reporting. Team members will support the operations team in
preparing reports and briefings, gathering and recording required information
and ensuring all required administrative tasks are accurately completed.

What we are looking for in our candidates
Customer Service – See those they interact with as customer and seeks to
identify and meet needs, taking swift action to resolve issues with integrity.
Solves Problems - Identifies problems within own area of remit and takes
responsibility for finding a solution regardless of the causes.
Communicates Effectively - Clearly and concisely conveys information and ideas
that engage others.
Gains Others’ Trust - Interacts with others in a supportive way and in
accordance with our Values.

Essential technical and professional skills
Must hold high school diploma or general education degree or equivalent
professional qualification.
Should have minimum ‎1 year of experience as front-line staff delivering
customer service in a Retail, F&B;, hotel, hospitality or equivalent.
Must have good experience and understanding of dealing with customers and
conflict resolution techniques.
Should have knowledge of basic software and online applications.
Should be fluent in written and spoken English - additional languages are
advantageous,

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
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.