Contact Center Officer

Job Description

The Contact Centre Officer is responsible for delivering high‑quality and consistent customer support across all customer interaction channels, including inbound and outbound calls, emails, online chat, webforms, digital platforms, and any other communication channel available in the Contact Center, within a 24/7 shift‑based operational environment.

The role focuses on handling customer inquiries, requests, feedback, and complaints; managing and resolving cases through the CRM system; and ensuring adherence to approved service quality standards, customer experience guidelines, and data privacy requirements.

The Contact Centre Officer leverages digital and AI‑enabled tools to support efficient case handling, improve response accuracy, and enhance overall customer experience, while ensuring human validation, professionalism, and customer satisfaction across all touchpoints.

Responsibilities

• Handle customer inquiries, requests, feedback, and all case types professionally across all contact channels (calls, emails, chat, webforms, WhatsApp, etc.).
• Manage and resolve upset, challenging, or escalated customer situations with empathy and professionalism, in line with service recovery guidelines.
• Identify customer needs, clarify information, research issues, and provide accurate solutions or alternatives following approved procedures and scripts.
• Log, track, update, and close cases accurately in the CRM system and related databases within agreed SLAs.
• Manage large volumes of inbound and outbound interactions efficiently across omni‑channel platforms.
• Utilize AI-enabled tools and automation features (such as chatbots, knowledge base recommendations, sentiment analysis, and case categorization) to support efficient handling of customer interactions across all channels.
• Perform outbound calls, follow‑ups, call‑backs, surveys, or campaigns as assigned by the line manager.
• Maintain up‑to‑date knowledge of company services, policies, procedures, systems, and fleet information.
• Ensure confidentiality and compliance with data privacy, information security, and quality standards at all times.
• Liaise with internal focal points, departments, and management to ensure timely resolution of customer cases.
• Provide accurate information and updates to customers regarding the status of their inquiries or cases.
• Demonstrate flexibility to work day, night, weekend, and public holiday shifts as part of a 24/7 shift‑based operation.
• Support assigned tasks, projects, initiatives, or improvement activities related to customer service and customer experience.
• Comply with quality metrics, performance targets, and customer satisfaction objectives.
  
  

Qualifications

Educational and Technical Qualifications:

• Excellent written and spoken skills in English & Arabic.
• Demonstrated ability to be adaptable and flexible with the capacity to accept change.
• Demonstrated problem-solving skills and willingness to participate in process improvement projects.
• Basic understanding of AI-enabled customer service tools (e.g., chatbots, virtual assistants, smart routing, auto-suggestions, and knowledge management systems).
• Attentive, diplomatic and team player.
• Previous experience in customer support or contact center role.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Diploma or bachelor’s degree.
  
  

Language Skills:

• English and Arabic – Excellent Written and Spoken
  
  

Years of Experience:

• 2-3 years of experience
  
  

Nature of Experience:

• 2+ years of experience
  
  

About Us

AD Ports Group

A Global Player

Through organic growth and partnerships, AD Ports Group has developed over the years into an integrated premier enabler of trade, industrialisation, and economic diversification. Established by Emiri Decree and owned by ADQ, one of the region’s largest holding companies with a broad portfolio of major enterprises spanning key sectors of Abu Dhabi’s diversified economy.

AD Ports Group is committed to building elite trade and logistics propositions. As trade has grown, so have we. Today, we are an integrated business across 5 clusters – Digital, Economic Cities & Free Zones, Logistics, Maritime, and Ports connecting global maritime routes and international trading partners.

About The Team

We offer exciting opportunities to people from different backgrounds and nationalities through internal career advancement programmes. Once a member of our staff, you have the chance to grow horizontally and vertically throughout your career journey with us.

“We are proud to be the first organization from the Middle East region to receive the prestigious Investors in People (IIP) Platinum accreditation.”

Find more about us here .

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