Customer Experience Agent

About the role

The Customer Experience Agent will serve as the primary point of contact for internal and external customers, handling inquiries, complaints, and service requests. You will ensure timely and professional communication while supporting the Customer Care team in achieving service level targets.

Key responsibilities

• Answer incoming and make outgoing calls, greet callers, and provide information on existing requests or register new complaints.
• Log complaints and job requests in the CAFM system, update records, and monitor client‑specific applications for new jobs.
• Escalate issues to the appropriate department, track resolution, and communicate status updates to customers.
• Monitor helpdesk emails, web/app complaint portals, and follow up on abandoned calls.
• Prepare daily, weekly, monthly, and yearly performance reports.
• Maintain excellent relationships with other departments and team members to meet or exceed customer expectations.
• Conduct customer satisfaction surveys and identify gaps for process improvement.

Required profile

• Bachelor’s degree in any discipline or a high school diploma.
• 1–2 years of experience in a similar customer service role, preferably in the UAE or Gulf region.
• Strong knowledge of customer care processes and best practices.
• Excellent communication, interpersonal, organizational and time‑management abilities.
• Multilingual capability is a plus.

Required skills

• Proficiency with computer applications, specifically CAFM software.