Customer Focus Officer

Job Purpose:Professionally manage customers' requests & and expectations. Ensuring the delivery best in best-in-class services to all of JORAMCO's customers.Main Duties & Responsibilities:Act as a focal point with customer’s interactions about the day-to-day operations.Ensure smooth functioning of the customer interface while giving consideration to contractual service agreements and internal KPIs and ensuring high customer satisfactionSolve problems and address bottlenecks in day-to-day operations.Continuously improving and evaluating customer requests/requirements.Responsible for coordinating among the various departments of Joramco and customers to ensure timely resolution of pending topics.Coordinate and communicate all aircraft issues with the customer.Prepare prearrival and departure formalities (Project template, departure pledge, catering form, parking fees exemption, and refueling order)Follow up on customer’s requirements 24/7.Ensure outstanding customer satisfaction by maintaining strong working relationships.Maintain complete and accurate customer correspondence data.Schedule regular meetings with customers & and evoked stakeholders.Act as point of contact for complaints escalate issues as appropriate, and take the lead to solve the problems/queries.Carry out client satisfaction surveys and reviews.Perform any other roles and responsibilities within the scope of his / her specialization as assigned by the direct supervisor.Qualifications, Knowledge & Experience:Bachelor's degree in Business Administration, Marketing, Communications, Customer Service Management, or a related field.2–4 years of experience in customer service, customer experience, customer relations, or a similar role. Experience in the aviation industry is a plus.Excellent verbal and written communication skills in English and Arabic.Strong customer-centric mindset with a passion for delivering exceptional service.Ability to build and maintain positive relationships with customers and stakeholders.Strong problem-solving and conflict-resolution skills.Ability to analyze customer feedback and recommend service improvements.Excellent organizational and time-management skills.Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).Ability to work under pressure and manage multiple priorities effectively.High level of professionalism, integrity, and attention to detail.