Customer Experience Agent (UAE National)

We are looking for a Customer Experience Agent to provide world class customer service to customers and to assist the Operations teams and service partners in delivering the best possible operational 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 role will be based in Abu Dhabi Airport, Zayed International Airport.

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 the Police, GDRFA and service partners to efficiently process customers through the required processes and touchpoints in a timely and compliant manner. 
• 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.

Essential technical and professional skills

• Must hold high school diploma or general education degree or equivalent professional qualification.
• Ideally will 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 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 and Arabic

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.