Senior Officer
1 month ago
**Keyresponsibilities**:
- Overseeing andassessing customer service staff activities and providing them withregular performancerelated feedback.
- Strategizing and monitoring the daily activities ofcustomer service operations including preparing of customer serviceteam duty rosters scheduling annual leave for staff etc.
- Assisting customer service staff with duties whererequired.
- Investigating and solving complaintsreceived from customers.
- Monitoring andauthenticating claims and refund requests received fromcustomers.
- Monitoring the contact centreperformance and providing regular feedback to improveperformance
- Liaise and engage with PortAuthority (Mawani) customer support team to provide timely responseto tickets assigned through Ministry of Transport (MOT) CRMportal.
- Using JIRA platform to raise ticketsto support and resolve issues faced by DPW Cargoes Community System(CCS) users.
- Training staff in areas ofcustomer service functions and company policies and familiarizingthem with DPW digital platforms.
**Qualifications Experience and Skills**:
- Bachelor degree in relevant major
- Able to communicate effectively in English / Arabic(Verbal / Written)
- Min. 3 years of workexperience in a supervisory role in Customer Service
- Team handling skills
- Proficiency inmanaging Customer Relationship Management (CRM) systems and digitalplatforms.
- Proficiency in MS office Word ExcelPowerPoint
Thisjob has been sourced from an external job board.
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