Customer Experience Agent

Customer Experience Agent

Serco is a multinational organization with a global team of 50,000 colleagues, operating in the Middle East across Transport, Defence & Advisory sectors. They deliver services in Asset Management, Customer Experience, Fire & Rescue, and Air Navigation Services. Serco is committed to redesigning and improving public services to impact a better future by "Bringing National Visions to Life."

Your Opportunity

Serco is seeking a Customer Experience Agent to provide world-class customer service and assist Operations teams and service partners in maintaining optimal operational standards. This is a new opportunity to join a large, diverse team in one of Serco's new, large, and open public venues, working in a collaborative and fun environment at Abu Dhabi Airport, Zayed International Airport.

Key Accountabilities

• Customer service provision and assisting customers with information face to face, helping them on their journey by providing product/service details, wayfinding, and delivering friendly, professional service.
• Communication and problem solving by acting as the first point of contact for customer queries and issues, requiring agility and informed decision-making for successful resolution.
• Coordination with service partners, including Police and GDRFA, to efficiently process customers through required touchpoints in a timely and compliant manner.
• Supporting the Terminal Operations Team in all daily tasks, ensuring a safe and secure environment, reporting hazards, and adhering to all policies and procedures.
• Briefing and reporting, assisting the operations team with preparing reports and briefings, gathering and recording information, and accurately completing administrative tasks.

Specific Requirements

• Must hold a high school diploma or general education degree or equivalent professional qualification.
• Ideally, a minimum of 1 year of experience as front-line staff delivering customer service in Retail, F&B, hotel, hospitality, or equivalent.
• Must have a 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.

Join Us

At Serco, there is a place for everyone to bring their authentic self to work every day. Their workplace culture embraces diversity and fosters equity, respect, and belonging. Serco is committed to equal employment opportunities and creating an inclusive environment that celebrates unique perspectives and backgrounds. Join Serco to be part of a values-driven organization that invests in employee development and well-being, offering a rewarding career. Serco is committed to Equal Employment Opportunities and ensuring employee safety through its Zero Harm initiative. Visit careers.serco.com for more information.

Key skills/competency

• Customer Service
• Communication
• Problem Solving
• Conflict Resolution
• Wayfinding
• Operational Support
• Administrative Tasks
• Team Coordination
• Arabic Language
• English Language