ENGIE Solutions Middle East is seeking a proactive and customer-focused Helpdesk Operator to join our team in Dubai. This role is ideal for individuals with excellent communication skills and a passion for delivering high-quality customer support. The Helpdesk Operator will manage inbound and outbound communications, resolve issues, and support facilities management operations.

Key Responsibilities:

• Answer and manage incoming and outgoing calls in a professional manner.

• Handle customer complaints and provide timely, appropriate solutions.

• Log service requests accurately using the ticketing system.

• Assign requests to appropriate service providers and follow up until resolution.

• Track and monitor multiple issues to identify duplicates and inform customers accordingly.

• Escalate complex issues based on escalation protocols and ensure timely communication.

• Maintain accurate records and assist in data management tasks.

• Perform additional customer-facing or administrative duties as required.

Skills Required:

• Strong verbal and written communication skills in English (bilingual preferred).

• Good organizational and interpersonal skills.

• Effective problem-solving and conflict resolution abilities.

• High attention to detail and multi-tasking capability.

• Technologically savvy with proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).

Qualifications & Experience:

• 0–3 years of experience in a similar role.

• Minimum: High School Graduate (Bachelor’s Degree preferred).

• Previous call center or customer service experience is an advantage.

• Willingness to work in shifts.

Business Unit: GBU Energy Solutions
Division: ESI AMEA – GCC & Pak – UAE
Legal Entity: ENGIE Cofely Energy Services LLC