Contact Centre Operator (UAE National)

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Contact Centre Operator (UAE National)

Make a difference every day

We are a multinational organization 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 fulfill our purpose of impacting a better future by "Bringing National Visions to Life".

Your Opportunity

We are looking for a Contact Centre Operator to respond to requests directed to the Helpdesk. The role involves monitoring and controlling daily building operations and recording system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance. You will deliver client service by handling inbound calls and email requests, adhering to procedural, productivity, and quality standards.

This is a great opportunity to join our team and provide world-class customer service at one of our airport contracts. You will work as part of a large, diverse team, engaging with customers in a collaborative and engaging environment.

This role is based at Abu Dhabi Airport.

Key Accountabilities

Attend to calls and requests via switchboard, radio, and email (24/7) relating to properties.

Answer calls within KPIs and prioritize calls according to procedures.

Handle queries efficiently and promptly.

Record tenant/client and system fault requests accurately in CAFM.

Assign, generate, and schedule job cards for technicians and building managers.

Communicate with site management and staff regarding calls/emails.

Follow-up with clients/tenants and technicians on job cards.

Maintain high service standards both internally and externally.

Ensure work requests are completed in the CAFM system.

Specific Requirements

Minimum two years' experience in an office environment with keyboard skills.

Excellent phone manners and customer handling skills.

Strong email handling and data entry skills.

Proficiency in spoken and written English.

Knowledge of property and facility management.

Technical knowledge of building services operations is advantageous.

Understanding of Quality Assurance principles and procedures.

Experience with computerized logging systems, ideally CAFM.

Degree in business administration or related discipline preferred.

What’s in it for you?

At Serco, our core values drive us, and we believe in fair compensation for our colleagues. Our total reward package includes:

Competitive monthly pay and allowances.

Comprehensive medical and life insurance coverage.

Generous leave benefits exceeding industry standards.

Annual airfare allowance for expatriates.

A supportive, safety-first work environment.

Access to wellbeing programs for physical, mental, and emotional health.

Opportunities for career growth both regionally and globally.

Join Us

Serco values diversity and promotes an inclusive workplace where everyone can bring their authentic selves. We are committed to equal employment opportunities and ensuring safety through our Zero Harm initiative. Visit for more information. #J-18808-Ljbffr