Customer Experience Professionals

7 months ago

Riyadh, Saudi Arabia Serco Plc Full time

Customer Experience Professionals (Arabic Speaker) - Subject to Contract Award
Make a difference every day

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

Your Opportunity
We are looking for Customer Experience Professionals to support our customer service team with operational activities related to provide customer services to our customers and the general public to support and maintain quality operations to meet the standards required of both Serco and its client. The successful individuals will extensively communicate with various customers, and other stakeholders to ensure the excellent delivery of customer service. This individual will also interact with Serco’s Managers and other colleagues on their team to build and maintain effective working relationships and maintain high standards and quality of work.

During peak times of the day, work will be demanding as a high volume of customers flow will be seen during these peak times. You will be stationed at an assigned location during your working shift and will be mobile, moving around addressing any questions and/or promoting various cultural or seasonal events taking place within the Kingdom.

The role will be required to work on a rotating shift basis.

Key Accountabilities
- Ensure all relevant information is readily available to give to customers and remain abreast of all changes and upcoming events within the assigned city.
- Attend briefing sessions, conducted by client and Serco to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
- Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
- Coordinate with third party stakeholder when required
- Collect and use ‘on-the-spot’ customer feedback, suggestions, recommendations, unusual questions, special request in support of continual improvement and contract reporting purposes and reporting faults to the managers and always keeping the Manager informed.
- Ensure adherence to Client’s standards, policies, processes and procedures.

Specific Requirements
- Educated to a High School Diploma level or General Education Degree (GED) or have an equivalent professional qualification.
- Have at least 1 years’ experience in a related field as a frontline staff in service industry.
- Ability to understand, take direction, speak, read, write, and communicate in fundamental Arabic and English.
- Good interpersonal, communication and problem-solving skills
- Familiarity with another foreign language would be beneficial in this role.
- Previous experience in the Retail, Airports, F&B, Hotel, Hospitality industry preferred.

What’s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:

- Competitive monthly pay and allowances that are commensurate with the role and industry standards
- Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
- We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
- We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
- We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture
- We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
- As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

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