Customer Experience Agent

Job Description

The Customer Care Agent is responsible for delivering exceptional customer service by serving as the primary point of contact for clients, tenants, and stakeholders seeking Facilities Management services. The role involves receiving and responding to customer inquiries, maintenance requests, complaints, and service-related concerns through various communication channels, ensuring all requests are accurately logged, tracked, and resolved within the agreed Service Level Agreements (SLAs). The Customer Care Agent works closely with Operations, Maintenance, and other internal departments to coordinate timely service delivery, provide regular updates to customers, and ensure a seamless customer experience. The role requires strong communication, problem-solving, and interpersonal skills, with a commitment to maintaining high service standards, customer satisfaction, and operational excellence while supporting the organization's Emiratization objectives.

Responsibilities

• Receive and respond to customer inquiries, service requests, complaints, and feedback through telephone, email, and other approved communication 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 customer requests.
• Monitor the status of work orders and provide customers with regular updates until completion.
• Escalate urgent or unresolved issues to the appropriate supervisor or department in accordance with established procedures.
• Ensure all customer interactions are handled professionally and in accordance with the Company's customer service standards and Service Level Agreements (SLAs).
• Maintain accurate records of customer communications, service requests, and resolutions within the CRM/CAFM system.
• Support customers by providing information regarding facilities services, maintenance schedules, and company procedures.
• Follow up with customers after service completion to ensure satisfaction and obtain feedback where applicable.
• Work collaboratively with internal departments to improve service delivery and customer experience.
• Maintain confidentiality of customer and company information.
• Participate in departmental meetings, training programs, and continuous improvement initiatives.
• Perform any other duties assigned by the Line Manager that are consistent with the role.
  
  

• 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.
• Previous experience in customer service, call centre, helpdesk, or facilities management is an added advantage.