Job Detail
Service Desk Agent - Al Nahiya Group
Job Detail
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Location:Abu Dhabi , UAE
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Company:
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Type:Full Time/Permanent
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Shift:First Shift (Day)
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Career Level:NA
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Positions:1
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Experience:1 - 2 years
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Gender:No Preference
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Degree:NA
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Apply Before:Apr 19, 2025
Job Description
This role is a key position for the delivery of process innovation and continuous improvement initiatives across GBS. The role will play an important role in helping to foster a culture of sustainable change through the creation and implementation of CSI plans and processes.
• Good understanding of business processes, service offerings and communication
• Strong ability to effectively recognize and manage interpersonal communication needs
• Active working relationship within other cross functional areas
• Develop working relationships within all other departmental specialties as well as other functional areas within EBS
• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Research required information using available resources for faster resolution
• Recognize, document, and alert the management of trends in requests & queries
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for processes to boost organizational efficiency
• Identify and escalate issues to supervisors
• Provide service information to customers
• Awareness to update knowledge base
EXPERIENCE
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately
• Proficient in service management tools
• 1-3 years of experience in a call center environment
• Knowledge of customer service practices and principles
Requirements
EDUCATION
• University/college degree is an asset.
• Previous customer service experience, preferred.
KEY SKILLS
• Verbal communication
• Phone skills
• Listening
• Data entry skills
• People skills
• Informing
• Customer focus
• Customer service
• Attention to detail
• Professionalism
Benefits
NA
Skills Required
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