If you are an experienced back-office or operations professional looking to grow your career in the UAE, the Back Office Agent role in Dubai offers an excellent opportunity to work in a structured, process-driven environment. This position is part of the Customer & Channels function under the edara business unit and is based at Dubai International Academic City. The role is ideal for candidates who enjoy accuracy, coordination, system-based work, and cross-functional collaboration.
Role Overview
As a Back Office Agent, you will be responsible for handling customer-related activation and modification requests, ensuring documentation accuracy, system updates, and timely coordination with internal teams. The role plays a critical part in maintaining service quality, compliance, and customer satisfaction by ensuring all requests are processed correctly and within defined SLAs.
Key Responsibilities
In this role, your core responsibilities will include:
- Assigning and managing activities through designated operational tools
- Verifying customer documentation for account activation or modification, including application forms, valid IDs, residence visas, tenancy contracts, and required authorizations
- Cross-checking authorized persons and customer data against system records
- Executing activation or modification requests accurately based on assigned activities
- Conducting verification calls with customers when required
- Confirming request fulfillment to concerned teams via email with complete details
- Updating trackers and CRM systems with accurate and timely information
- Coordinating with ITCRM, GIS, and CSM teams for technical, network, or system issues
- Raising and following up on trouble tickets (TTs) to ensure resolution within SLAs
- Supporting urgent installation requests during escalations
- Ensuring full compliance with contact center, financial, and operational policies
- Keeping processes updated by following revised work instructions and business rules
Qualifications and Experience
Candidates applying for this position should meet the following requirements:
- Diploma or Bachelor’s Degree in Management Information Systems or a related field
- Minimum 2 years of experience in back-office operations or retail operations
- Previous experience in a call center or retail environment is preferred
Skills and Competencies
To succeed as a Back Office Agent, you should demonstrate:
- Strong self-motivation and results-oriented mindset
- Excellent verbal and written communication skills
- High attention to detail and analytical thinking
- Ability to work under pressure in a fast-paced environment
- Professional interaction with stakeholders at all organizational levels
- Strong computer literacy, including MS Word, Excel, PowerPoint, Outlook, and databases
- Working knowledge of systems such as Siebel, BSCS, POS, and Oracle (highly desirable)
Job Summary
| Job Title | Back Office Agent |
|---|---|
| Location | Dubai International Academic City, UAE |
| Job Type | Full-Time |
| Business Unit | Edara |
| Category | Customer & Channels |
| Experience | Minimum 2 Years |
| Education | Diploma or Bachelor’s Degree |
Why Apply for This Role?
This role offers exposure to enterprise-level systems, structured workflows, and cross-functional coordination. It is well-suited for professionals seeking stability, skill development, and long-term career growth in back-office and operations management within the UAE.
How to Apply
Interested candidates can apply directly through the official Oracle Careers portal using the link provided by the employer. Ensure your CV highlights relevant back-office experience, system knowledge, and coordination skills. Shortlisted candidates will be contacted by the recruitment team for further steps.
This is a strong opportunity for candidates who value accuracy, compliance, and operational excellence in a professional work environment.
