Contact Centre Operator - Airport Helpdesk

About the role

A multinational organisation operating in the Transport, Defence and Advisory sectors in the Middle East is looking for a Contact Centre Operator to handle requests directed to the airport helpdesk. The role is based at Abu Dhabi airport, subject to contract award, and involves answering calls, emails and radio requests while maintaining service quality.

Key responsibilities

• Attend to calls, requests and emails coming through the switchboard, radio system and/or email, 24 hours a week, 7 days a week, relating to the property.
• Answer calls within the agreed KPIs and handle client queries quickly and efficiently.
• Prioritise calls according to procedure and communicate with site management and staff about calls and emails received.
• Maintain a high level of service between tenants and clients, internal and external.
• Record work requests in the CAFM system and follow up on them so they are completed within the KPIs.

Required profile

• Minimum two years of experience in an office environment using keyboard skills.
• Excellent phone manner, customer handling and email handling skills, plus data entry skills.
• Arabic and English spoken and written are essential; fluency in another language such as Russian or French is preferred.
• Ideally a degree in business administration or a related discipline.

Required skills

• Understanding of quality assurance principles and of working to procedures.
• Experience with computerised logging systems; ideally experience with the CAFM system.