Officer – Customer Experience

JOB PURPOSE:To deliver high-quality customer service across Ports & Terminal and E-Services by responding to customer inquiries, addressing complaints and service-related issues, providing accurate information and appropriate resolutions, and supporting customer needs. The role aims to ensure excellent service standards, enhance the overall customer experience, and maintain high levels of customer satisfaction.KEY ACCOUNTABILITIES:Open and maintain customer accounts by accurately recording, verifying, and updating customer information in the relevant systems.Introduce and guide customers on the services available through DP World Jeddah E-Services platforms, including new products and service offerings related to Ports & Terminals.Attend to customer inquiries, requests, and feedback and provide timely, accurate, valid, and complete information using the appropriate systems, tools, and communication channels.Manage incoming customer calls through the DP World Jeddah Contact Center and handle customer inquiries and complaints through phone, email, WhatsApp, live chat, social media, and other approved communication channels.Identify and assess customer needs, clarify inquiries or complaints, determine the cause of service-related issues, and provide appropriate solutions or alternatives within the required timeframe.Follow up on customer complaints and service requests to ensure timely resolution, close all open call records, and ensure callback requests are completed within the required timeframe.Log and maintain accurate records of customer complaints, interactions, requests, account activities, and supporting documents in the CRM system for tracking and follow-up.Attend to walk-in customers at designated customer touchpoints, including the terminal and dedicated service desk at the Customs building, and provide the required support and guidance.Follow up with all internal departments for any queries and complaints related containers status, inspection and delivery updates etc.Coordinate with delegators, Customs yard employees, Customs officers, and relevant terminal teams to facilitate exceptional requests, including container unpacking and repacking, inspection of suspicious containers, re-scan requests, cold-store inspections, appointments for KSA vehicle containers without Customs declarations, and abandoned container cases.Validate and approve customer E-Services requests, including Logipoint transfers, MOT approvals for OOG, export re-scan requests, and other applicable service requests in accordance with established procedures and authorization requirements.Handle complaints received through Mawani CRM, coordinate and investigate cases with relevant internal departments, and provide appropriate responses within the assigned timeframe.Prepare customer service and product reports by collecting, reviewing, and analyzing customer information, interactions, complaints, and service trends.Compile customer satisfaction reports and support the Customer Experience Manager in conducting customer satisfaction surveys and related customer experience initiatives.Build and maintain positive customer relationships through professional, open, and interactive communication and proactive customer engagement.Identify recurring customer needs, concerns, and service opportunities and recommend potential products, services, or service improvements to management based on customer feedback and information.Work closely with the Customer Experience Supervisor and Manager to maintain high service standards and ensure a consistent and satisfactory customer experience across Ports & Terminals and E-Services.Perform assigned customer service activities in accordance with established procedures, guidelines, policies, and instructions, applying commonly used customer service concepts, practices, systems, and procedures.Escalate complex, exceptional, or unresolved customer cases to the Customer Experience Supervisor or Manager when they fall outside established procedures, authority levels, or standard resolution guidelines.QUALIFICATIONS, EXPERIENCE AND SKILLS:Bachelor’s degree in business administration, Marketing, Supply Chain Management, or a related field.1-3 years of proven customer support experience.Able to communicate effectively in English / Arabic (Verbal / Written)Computer Skills, working knowledge of MS office applications.Excellent telephonic skills and active listeningWorking knowledge of CRM systems and practicesCustomer orientation and ability to adapt/respond to different types of personalities.Excellent communication and presentation skillsAbility to multi-task, prioritize and manage time effectivelyGood negotiation skillsPositive Attitude and AdaptabilityAttention to DetailProblem SolvingAbility to Work Under PressureFlexibility to work in shifts