Serco is seeking a full-time Contact Centre Operator to join their team at Abu Dhabi Airport. The role involves managing inbound calls, emails, and requests directed to the Helpdesk, monitoring building operations, and recording system anomalies for remedial repair and preventive maintenance. The position focuses on delivering world-class customer service in a dynamic airport environment.

Key Responsibilities:

• Respond to calls, emails, and radio requests 24/7.

• Monitor daily building operations and record system anomalies in the CAFM system.

• Handle client queries efficiently, adhering to KPIs and quality standards.

• Communicate effectively with site management, staff, and tenants.

• Ensure completion of work requests and follow-up on pending tasks.

• Maintain high standards of service between internal and external clients.

Requirements & Qualifications:

• Minimum 2 years’ experience in an office environment with strong keyboard skills.

• Excellent phone etiquette, email handling, and data entry skills.

• Fluency in Arabic and English (spoken and written); additional languages such as Russian or French are a plus.

• Understanding of Quality Assurance principles and procedural adherence.

• Experience with computerized logging systems; CAFM system experience preferred.

• Degree in Business Administration or related field is preferred.