Customer Experience Agent

Overview

The Customer Experience Agent serves as the main liaison for clients, tenants, and stakeholders seeking facilities management support, delivering outstanding customer service. This role involves managing inquiries, complaints, and service requests through multiple communication channels, ensuring accurate logging and prompt resolution within defined Service Level Agreements (SLAs). Collaborating closely with Operations, Maintenance, and other departments, this position facilitates efficient service delivery and continuous updates to customers, contributing to seamless interactions and high satisfaction levels. A focus on communication, problem-solving, and professionalism is essential, along with support for Emiratization goals.

Key Responsibilities

• Handle and respond to customer inquiries, service requests, complaints, and feedback via phone, email, and other authorized channels.
• Precisely document maintenance requests and service tickets in the Facilities Management system.
• Liaise with Operations, Maintenance, Helpdesk, and Technical teams to guarantee prompt fulfillment of customer requests.
• Track progress of work orders and keep customers updated until completion.
• Escalate urgent or unresolved matters to supervisors or relevant departments per established processes.
• Ensure all customer engagements are managed professionally and align with company standards and SLAs.
• Maintain thorough records of customer communications, requests, and resolutions in CRM or CAFM systems.
• Provide customers with information on facilities services, maintenance timelines, and company guidelines.
• Follow up after service completion to confirm satisfaction and gather feedback as appropriate.
• Collaborate across teams to enhance service quality and customer experience.
• Safeguard confidentiality of customer and company information.
• Engage in team meetings, training, and continuous improvement efforts.
• Execute additional duties assigned by the Line Manager relevant to the role.

Qualifications and Eligibility

• Must be a UAE National possessing a valid Family Book (mandatory).
• Minimum education of High School Certificate, diploma, or Bachelor's degree in Business Administration, Customer Service, or related disciplines.
• Fresh graduates are welcome to apply.
• Previous experience in customer service, call centers, helpdesk, or facilities management will be advantageous.