Customer Experience Agent

About the role

The Customer Experience Agent will be the first point of contact for internal and external customers, handling inquiries, complaints and service requests. You will ensure that every interaction is professional, accurate and contributes to high customer satisfaction.

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, follow up on resolutions and communicate status updates to customers.
• Monitor help‑desk emails, web/app submissions and abandoned calls, and perform callback duties.
• Prepare daily, weekly, monthly and yearly performance reports.
• Collaborate with other departments to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Conduct customer satisfaction surveys and identify process improvement opportunities.

Required profile

• Minimum high school diploma; Bachelor’s degree preferred.
• 1‑2 years of experience in a similar customer‑care role, preferably in the UAE or Gulf region.
• Good knowledge of customer‑care processes, policies and best practices.
• Strong communication and interpersonal skills; multilingual ability is a plus.
• Excellent organizational and time‑management abilities.

Required skills

• CAFM (Computer‑Aided Facility Management) system proficiency.