Customer Service Agent

4 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Serco Plc Full time

Customer Service Agent (UAE National)
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

The purpose of the role is to attend to the duties within their assigned area of responsibility (i.e. airport terminal) and to provide customer services to passengers, airport users and the general public to support and maintain quality operations to meet the standards required of both Serco and its client

This is a great opportunity to join our team and provide world class customer service in one of our airport contracts. 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.

This is a full-time position which will require you to work a mix of day and night shifts. Please take this into consideration prior to submitting your application.

This role will be based in Abu Dhabi airport.

Key Accountabilities

  • The individual will extensively communicate with passengers, airport users, airlines and other stakeholders to ensure the excellent delivery of customer service.
  • This individual will also interact with Serco's CX Team Leader and other staff in their section and department to build and maintain effective working relationships and maintain high standards and quality of work.
  • This individual will work mostly in an air-conditioned environment, which will be occupied 24 hours by airport users.
  • During peak times of the day, work will be demanding as a high volume of passenger flow will be seen during these peak times.
  • This individual will not be stationed at a desk during their working shift but will be mobile; moving around the terminal assisting passengers. The role will be required to work on a rotating shift basis, typical on a 12 hour shift pattern 4 days on, 2 days off.
  • The key accountabilities of Serco's CX Agents will be:

    - Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery.

    - Provide clear and concise information to the airports' passengers with regards to appropriate rules and regulations

    - Attend briefing sessions, conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance. - Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.

    - Coordinate with other airport representatives to provide assistance related with passenger arrival/departure.

    - Coordinate with airlines and other stakeholder employees to extend assistance and solve customer's problems if any.

    - Provide flight information to passengers (when requested) and entertain complaints from customers; solving them within the permitted authority from the superiors.

    - Understand and provide complete/detailed information relating to the services available in the airport i.e. lounges, gates, banks, post office, restaurants, ATM machines, etc.

Specific Requirements

  • The job holder will be educated to a High School Diploma level or General Education Degree (GED) or they will have an equivalent professional qualification.
  • The job holder will have at least 1 years' experience in a related field as a frontline staff in service industry.
  • All Customer Service personnel shall have the ability to understand, take direction, speak, read, write and communicate in fundamental English, Hindi and Arabic
  • Good interpersonal and problem-solving skills
  • Familiarity with another foreign language would be beneficial in this role.

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. Please visit for more information.

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