Customer Service Officer - Uae National

Allstream Global - FM Recruitment

Job Category


Job Type

Full Time


United Arab Emirates


Abu Dhabi


Responsible for the provision of excellent customer service

Job Details

Reporting to: Customer Happiness Specialist

  • Overall responsible for the provision of excellent customer service.
  • Ensure compliance with international and national standards, rules and regulations.
  • Ensure adherence to Compnay standards, policies, processes and procedures

  • Maintain knowledge on new and existing KPI requirements as an individual employee
  • Achieve the goals/objectives of the department/section
  • Conduct shift briefings at the start of every shift and ensure appropriate shift handovers.
  • Coordinate and Supervise the Compnay Customer happiness team to ensure OGSM are met.
  • Deploy and ensure sufficient staffing levels at all times to cover the shift operation based on schedules, peak times, special events, emergencies etc.
  • Maintain & Adhere to standards, policies, processes and procedures set by Company.
  • Calls handling according to call center SOP.
  • Monitor and Report the Customer happiness team performance in collaboration with line manager.
  • Conduct regular OJT with the Customer Happiness Team and ensure compliance with T.O Guidelines.
  • Communicate with relevant stakeholders in case of any issues such as unavailability of services, facilities etc (e.g. faulty FIDS screens, travellators, cleanliness issues etc)
  • Generate daily Customer happiness and call center reports
  • Maintain smoothness of Curb side traffic activities in order to ensure safe, secure and smooth accessibility for passengers and vehicles and make recommendations for improvement to curbside flow
  • Supervise the traffic management company and assure that they are following compnay procedures
  • Plan & deploy extra porters & extra traffic marshallers according to requirements, especially during seasons.
  • Flexibility with the deployment plan according to operations needs and in accordance with terminal disruption plan.
  • Assure to implement AEP & RAS in case of incidents or emergency situations and manage resources during the event in an effective and efficient manner to minimize the impact on daily operations

Organizational - Governance
  • Maintain awareness and adherence to the department/section’s policies and procedures
  • Participate in the periodic audit of the established policies and procedures
  • Management Reporting
  • Support the development of periodic reports, as requested
  • Highlight any quality or non-compliance issues observed during the development of periodic reports
  • Change Management
  • Support the execution of change management activities in the department/section
  • Technology Management
  • Support in the process of identifying department/section’s technology-related needs that helps drive automation within direct line of work
  • Professional Development
  • Proactively identify and seek professional development opportunities to improve technical skills pertaining to the direct line of work and in line with company values
  • Participate in performance appraisals and reflect on the feedback and recommendations provided by the line manager for development

  • Bachelor's Degree in any disciple EXPERIENCE
  • ( Minimum 4 years of experience in Customer Service)
  • Previous experience in airport service environment and familiarity with airport processes , documentation and systems
  • Previous experience in dealing with premium customers would be an advantage.

  • Ability to use PC applications
  • Additional Languages an advantage

  • Posted on

  • Languages Known

    Arabic  English  
  • Experience

    4 - 10 Years
  • Salary

    AED 15000 / Month (Negotiable)
  • Qualification

    Relevant College Degree
  • Vacancies