Overview
Digital Customer Agent Jobs in Abu Dhabi Emirate, United Arab Emirates at Q Mobility
Title: Digital Customer Agent
Company: Q Mobility
Location: Abu Dhabi Emirate, United Arab Emirates
Handle customer inquiries, requests, and complaints across Q Mobility’s digital service channels — the WhatsApp channel and the Q Mobility App — for DARB, MAWAQiF, and private parking services, ensuring accurate first-contact resolution, timely case handling, and a consistent customer experience as the Department migrates customer interaction from physical and voice channels to digital channels.
Functional
- Respond to customer inquiries received via the WhatsApp channel and the Q Mobility App directly and in real time, in line with defined service standards
- Handle inquiries and requests across DARB, MAWAQiF, and private parking services, providing accurate information on account status, charges, violations, and service procedures
- Resolve customer issues at first point of contact wherever possible, minimizing the need for escalation or follow-up
- Log every customer interaction accurately in the case management system, capturing inquiry type, resolution, and relevant customer details
- Adhere to defined SLA targets for response time and resolution time across all assigned digital channels
- Escalate complex, sensitive, or unresolved cases to the Digital Customer Supervisor with complete and accurate case documentation
- Identify recurring customer issues or channel-specific patterns and flag them to the Supervisor for process improvement
- Maintain up-to-date knowledge of DARB, MAWAQiF, and private parking policies, procedures, and service changes
- Follow defined scripts, tone-of-voice, and brand guidelines when communicating with customers across digital channels
- Support coverage during peak-volume periods and across channels as directed by the Supervisor
- Maintain awareness of CSAT and post-interaction satisfaction survey results linked to own performance, and adjust service approach to support positive customer satisfaction outcomes
Experience required:
- Minimum 5 years of experience in customer service or contact center operations, including WhatsApp or in-app customer service channels
- Proven experience in a team leadership or supervisory role within a customer service environment
- Preferred: Experience in mobility, transport, or public sector environments
