Customer Experience Associate (Contact Centre)

Company Overview GET Global Group is a turnkey service provider to the energy industry, offering complete, end-to-end solutions that help energy companies operate safely, efficiently, and cost-effectively. From skilled manpower to maintenance, logistics, and energy systems, we deliver everything our clients need-ready to go. Headquartered in Dubai, UAE, we have a global footprint with offices in India, Abu Dhabi, Saudi Arabia, Qatar, Oman, Algeria, Egypt, Libya, Turkey, and Venezuela. This wide presence allows us to serve clients quickly and effectively across major energy-producing regions. Role Synopsis • Answer incoming calls and respond to customer inquiries in a professional and courteous • manner. • Resolve customer issues and complaints efficiently and effectively. • Provide accurate information regarding services, and promotions. • Document all interactions in the company database. • Maintain a thorough understanding of company policies, procedures, and offerings. • Follow up on inquiries as necessary to ensure resolution. • Meet or exceed performance metrics, including call handling time, resolution time, and • satisfaction scores. • Participate in team meetings and training sessions to enhance skills and knowledge. • Collaborate with other departments to resolve complex issues and improve service delivery. • Handle chat and email (Ticket) support, ensuring timely and accurate responses to crew queries. • Demonstrate strong team collaboration, working effectively with peers and cross-functional teams. • Exhibit adaptability in managing changing priorities, new tools, and evolving crew support needs. Qualifications • Graduate or post-graduate with certifications in customer service is a plus. • Proven experience in a call centre or customer service role. • Strong verbal and written communication skills. Proficiency in Excel. • Excellent problem-solving abilities and attention to detail. • Proficiency in using call centre software and CRM systems. • Ability to work in a fast-paced environment and manage multiple tasks simultaneously. • A positive attitude and a strong desire to help customers. • Flexibility to work various shifts, including evenings and weekends. Key Competencies • Strong communication skills in both Arabic and English • Active listening with empathy • Problem-solving and critical-thinking abilities • Effective time management and adaptability • Proficiency in technical tools and systems Skills • Proficiency in Excel and other MS Office tools • Analytical Skills Qualification • Graduation in any discipline Experience • 0-1 year of experience