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Fulfillment Agent - Consumer Channel Operations
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 22/12/2025
Job overview
Date posted
07/11/2025
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
22/12/2025
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.
Required skills
Key responsibilities
- Assign and process activities from designated operational tools for activation or modification of customer accounts.
- Verify customer documentation including application forms, valid IDs, residence visa, tenancy contract, and authorization forms.
- Cross-check authorized personnel and customer data in existing system records for accuracy and compliance.
- Execute activation or modification requests according to assigned activities and perform verification calls to confirm details with customers.
- Confirm fulfillment of customer requests to concerned teams via email with account, work order, and site scheduling details.
- Update internal trackers and CRM systems with order completion details, ensuring all actions and modifications are properly documented.
- Raise trouble tickets (TTs) for technical, server, or network issues and follow up to ensure full resolution within SLAs.
- Coordinate with ITCRM, GIS, and CSM teams to resolve operational or technical barriers affecting request completion.
- Request urgent installations in escalation scenarios to maintain customer satisfaction.
- Ensure compliance with all Contact Centre, financial, and business process policies and procedures.
- Regularly update work instructions and business rules to reflect new processes and maintain operational accuracy and efficiency.
Experience & skills
- Diploma or Degree in Management Information Systems or an equivalent field.
- Minimum 2 years of experience in back-office or retail operations; call center or retail environment experience preferred.
- Strong analytical skills with the ability to interpret customer and operational data.
- Proficiency in business applications such as Siebel, BSCS, POS, and Oracle.
- High computer literacy with proficiency in Microsoft Word, Excel, Access, PowerPoint, and Outlook.
- Strong verbal and written communication skills with attention to accuracy and detail.
- Experience handling activation, modification, and data verification processes in customer service or operations roles.
- Ability to troubleshoot system and network issues and coordinate with technical teams to ensure timely resolution.
- Ability to manage multiple tasks in a fast-paced environment while maintaining high standards of quality and compliance.
- Self-motivated, adaptable, and capable of working independently and collaboratively across teams.