Senior Officer

2 weeks ago

Jeddah, Saudi Arabia DP World Full time

**Key responsibilities**:

- Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
- Strategizing and monitoring the daily activities of customer service operations, including preparing of customer service team duty rosters, scheduling annual leave for staff etc.
- Assisting customer service staff with duties where required.
- Investigating and solving complaints received from customers.
- Monitoring and authenticating claims and refund requests received from customers.
- Monitoring the contact centre performance and providing regular feedback to improve performance
- Liaise and engage with Port Authority (Mawani) customer support team to provide timely response to tickets assigned through Ministry of Transport (MOT) CRM portal.
- Using JIRA platform to raise tickets to support and resolve issues faced by DPW Cargoes Community System (CCS) users.
- Training staff in areas of customer service functions and company policies and familiarizing them with DPW digital platforms.
- Assisting with the development and implementation of service policies and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities and discussions.
- Developing customer satisfaction goals and coordinating with the team to meet them on a regular basis.
- Preparing reports and dashboards to present Customer Services KPIs to management.
- Work cross functionally within the company to communicate with all stakeholders to achieve customer’s success.
- Think strategic, build trust, provide advice, and deliver uncompromising solutions to customers.
- Create and maintain strong relationships with customers and or other key stakeholders to better understand and achieve their needs
- Make regular visits to customers or assigned accounts to improve customer engagements and to identify opportunities for growth.
- Record all leads generated and other issues and opportunities identified in CRM
- Ensure cases opened in CRM closed within the agreed Turnaround time and KPIs
- Develop corrective and preventive actions out of the cases recorded and close all action within the target timeline.
- Support Customer Service Manager in rolling out new products and solutions to customers.
- Performing additional duties where needed by management.

**Qualifications, Experience and Skills**:

- Bachelor degree in relevant major
- Able to communicate effectively in English / Arabic (Verbal / Written)
- Min. 3 years of work experience in a supervisory role in Customer Service
- Team handling skills
- Proficiency in managing Customer Relationship Management (CRM) systems and digital platforms.
- Proficiency in MS office - Word, Excel, PowerPoint

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