Customer Experience Agent

Role Overview

This position is responsible for supporting customer interactions by answering queries, logging service requests and complaints, and keeping customers informed about the progress or closure of their cases. The role focuses on delivering prompt, accurate, and courteous service to both internal and external customers.

Strategic Responsibilities

• Assist the Customer Care Incharge/Manager in putting customer relationship, loyalty, and satisfaction improvement plans into action.
• Help implement service procedures, policies, and standards across the team or department to support SLA and KPI achievement.
• Contribute to customer satisfaction targets, initiatives, and ongoing improvement plans.
• Ensure complaints and service inquiries are managed in a professional, precise, efficient, and friendly way.

Operational Responsibilities

• Answer incoming and outgoing calls, greet callers, provide details about existing requests or complaints, and log new complaints when needed.
• Record complaints and job requests in CAFM, capture full details, prepare change-of-address records, update information, and monitor client-specific systems for fresh requests.
• Route logged requests and complaints to the appropriate department or person for resolution, follow up on closure, and update customers on the status of their cases when required.
• Review helpdesk emails and web/app-based customer requests, monitor abandoned calls, and call customers back.
• Prepare daily, weekly, monthly, and yearly reports.
• Clock in and out strictly according to assigned shift timings.

People Management

• Maintain strong working relationships with other departments and team members to help ensure customer needs are met or exceeded.
• Manage escalations and direct them to the relevant department when required.

Product and Process Improvement

• Conduct customer satisfaction surveys whenever requested to help identify service gaps and areas where customer expectations can be improved.

Qualifications

Education: A bachelor’s degree in any field is preferred, though a high school diploma is also acceptable.

Experience: 1 to 2 years of relevant experience is preferred, ideally in a similar role. Experience in the UAE or Gulf region is an advantage.

Skills and Knowledge

• Understanding of customer care processes and service best practices
• Working knowledge of CAFM and computer systems
• Strong verbal and written communication skills
• Interpersonal ability and comfort working in multilingual environments
• Good organization and time management skills

Additional Information

This is a full-time, onsite role based in the United Arab Emirates.