Customer Experience Agent

About the role

The Customer Experience Agent serves as the primary point of contact for clients, tenants, and stakeholders seeking facilities management services. You will handle inquiries, maintenance requests, and complaints across multiple channels, ensuring each request is logged, tracked, and resolved within agreed Service Level Agreements.

Key responsibilities

• Receive and respond to customer inquiries, service requests, complaints, and feedback via telephone, email, and approved channels.
• Register and log maintenance requests and service tickets accurately in the Facilities Management system.
• Coordinate with Operations, Maintenance, Helpdesk, and Technical Teams to ensure timely execution of requests.
• Monitor work‑order status and provide regular updates to customers until completion.
• Escalate urgent or unresolved issues according to established procedures.
• Maintain accurate records of communications, requests, and resolutions in the CRM/CAFM system.
• Follow up after service completion to confirm satisfaction and gather feedback.
• Collaborate with internal departments to continuously improve service delivery.

Required profile

• UAE National with a valid Family Book (mandatory).
• High School Certificate, Diploma, or Bachelor’s degree in Business Administration, Customer Service, or a related field.
• Fresh graduates are encouraged to apply; prior experience in customer service, call centre, helpdesk, or facilities management is a plus.

Required skills

• Proficiency with CRM and CAFM systems.