Contact Center Representative

About This Role

Job Summary:
Basalt Laboratories is seeking a Contact Center Representative to handle incoming client inquiries related to geotechnical testing, materials analysis, and laboratory services. This role involves responding to phone calls and emails, scheduling sample collections, and coordinating with technical teams to support client requests across Abu Dhabi. The position reports to the Client Services Supervisor.

Key Responsibilities:

• Answer incoming calls and respond to email inquiries regarding laboratory testing services, sample submission procedures, and reporting timelines
• Provide information on available testing services including soil analysis, concrete testing, aggregate testing, and geotechnical investigations
• Schedule sample pickups and coordinate with field teams for site visits as requested by clients
• Log client requests and service details into the laboratory information management system
• Follow up with clients on pending documentation, sample submissions, and report deliveries
• Coordinate with laboratory technicians and engineers to confirm testing capacity and turnaround times
• Prepare and send quotations, service confirmations, and invoices to clients as directed
• Maintain accurate records of client interactions, service requests, and issue resolutions
• Assist clients with basic questions about sample requirements, testing standards, and accreditation status
• Direct technical inquiries to the appropriate laboratory supervisors or engineers when needed

Requirements:

• High school diploma or equivalent; additional certification in customer service or office administration is preferred
• 1+ years of experience in a contact center, customer service, or administrative role, preferably in a laboratory, engineering, or construction services environment
• Proficiency in Microsoft Office applications including Outlook, Word, and Excel
• Good verbal and written communication skills in English; proficiency in Arabic is required
• Strong organizational skills with ability to manage multiple tasks and priorities
• Professional telephone manner and customer-focused approach
• Ability to work in a fast-paced environment and maintain accuracy under pressure
• Basic understanding of laboratory or construction testing services is helpful but not required

Work Location:
Abu Dhabi, United Arab Emirates

Employment Type:

• Full-time

How to Apply:
Click the Apply Now button to submit your application through Indeed.

Job Type: Full-time

Work Location: In person