Customer Care Executive - UAE National

موانئ دبي العالمية - UAE

  • Attend to customer complaints and queries received through the CRM system in a timely manner as per as per set objectives in line with the department KPIs subject to type and complexity of complaint received.

  • Coordinate with relevant DP World internal departments to resolve the issue while continuously updating and communicating with the customer.

  • Based on department findings and investigations, process FIA (Financial Impact Advise) request through the CRM system for genuine requests in order to enable finance to issue credit note after seeking approval from head of Customer Care section. For non- approved cases, communicate with the account management team and if required, update the customers

  • To record and negotiate discounts requests received from customer for services provided on a case to case basis, raise TER (Tariff Exemption Request) for approved discounts coordinating with the department and accounts management team subject to approval from head of Customer Care section.

  • To follow-up with default customers to collect balance payments as per the disputed invoice list received from finance department. Update the list on a weekly basis and forward to finance department for their further action.

  • To work along with the Senior Executive in analyzing and identifying root cause of repetitive complaints received from customers in coordination with the relevant department and agree on action plan to eliminate reoccurrence in future to provide with effective Customer Service.

  • To ensure that the assigned departments are implementing the preventive action step discussed during the monthly meeting in order to eliminate possible cause of repetitive problems.

  • To monitor and assist in resolving complaints from walk-in customers, complaints received via different Communication Channels ensuring effective customer satisfaction.

  • To conduct monthly meetings/presentations with relevant department heads to discuss, review and highlight current and pending customer complaints in order to provide a feasible solution and avoid its occurrence in near future in line with the company policy and norms.

  • Conduct Meetings with potential customers to understand their complaints, area of concerns, general disputes and issues related to invoicing and billing in a proactive manner every quarter and submit the minutes to management for their review and decision making.

  • Coordinate and carry out the process of auctions of cargo & destruction of unfit cargo by coordinating and communicating with relevant stake holders in an effective manner in line with the company policy and procedures and handle all complaints related to the same.

  • To assist the Senior Team members on general matters related to customer complaints, queries and discount

  • To initiate registration of New & Old Shipping Lines /Agents and ensure the same is carried out smoothly in the CRM as per the Customer Service process & procedures in coordination with the stake holders.

  • To liaise with various govt. authorities and represent DP World in various meetings with other BUs & external bodies, attend events as and when required and support team members by attending customer complaints in case of work load.

  • To represent the Customer Care section in modification and upgrade projects with IT department.

We are the leading provider of worldwide smart end-to-end supply chain logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.

We deliver these services through an interconnected global network of 128 business units in 60 countries across six continents, with a significant presence both in high-growth and mature markets. Wherever we operate, we integrate sustainability and responsible corporate citizenship into our activities, striving for a positive contribution to the economies and communities where we live and work.

Our dedicated, diverse and professional team of more than 53,220 employees from 131 different nationalities are committed to delivering unrivalled value to our customers and partners. We do this by focusing on mutually beneficial relationships – with governments, shippers, traders, and other stakeholders along the global supply chain – relationships built on a foundation of mutual trust and enduring partnership.

We think ahead, anticipate change and deploy industry-leading technology to further broaden our digital vision to disrupt world trade and create the smartest, most efficient and innovative solutions, while ensuring a positive and sustainable impact on economies, societies and our planet.
Bachelor's Degree
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