Customer Experience Agent

About the role

We are looking for a Customer Experience Agent to handle inbound and outbound communications, register service requests, and ensure timely resolution of customer inquiries and complaints. The role supports the Customer Care manager in delivering high‑quality service and meeting SLA/KPI targets.

Key responsibilities

• Answer incoming calls, greet callers, provide information on existing requests, and register new complaints or service requests.
• 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, follow up on resolutions, and communicate status updates to customers.
• Monitor help‑desk emails, web/app submissions, and abandoned calls; perform call‑backs as needed.
• Prepare daily, weekly, monthly, and yearly performance reports.
• Collaborate with other departments to ensure service delivery meets or exceeds customer expectations.
• Conduct customer satisfaction surveys and identify process improvement opportunities.

Required profile

• Bachelor’s degree in any discipline or a high‑school diploma.
• UAE national with family book preferred.
• 1–2 years of experience in a similar customer service or call‑center role.
• Strong communication and interpersonal abilities, multilingual preferred.
• Good organizational and time‑management skills.

Required skills

• Proficiency with CAFM (Computer‑Aided Facility Management) software.