Job description

The Fulfillment Agent - Consumer Channel Operations role, based in Dubai International Academic City, involves managing customer account activations, modifications, and related back-office operational tasks to support consumer service delivery for the business unit 'edara.' The agent will verify and process customer account creation, validate documentation such as application forms, valid IDs, tenancy contracts, NOCs, and authorizations, and ensure accuracy before activation or modification. The position requires cross-verifying customer information in system records, ensuring compliance with internal policies, and maintaining high accuracy and quality in all fulfillment activities. Responsibilities include executing service activations and modifications per assigned activities, confirming completed requests via email to relevant teams, updating internal trackers and CRM systems, and documenting all subsequent actions until request closure. The role also entails coordination with technical and support teams such as ITCRM, GIS, and CSM to resolve system or network issues, raise trouble tickets (TTs), and ensure requests are completed within SLA timelines. The Fulfillment Agent must maintain strict adherence to operational policies, financial guidelines, and contact center standards. The ideal candidate should have strong analytical skills, be able to interpret business requirements into operational actions, and possess excellent communication and data management capabilities. Experience in retail or call center environments is preferred, along with proficiency in applications like Siebel, BSCS, POS, Oracle, and Microsoft Office tools.