Senior Officer - Customer Service and Accounts

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