Officer – Customer Experience

Job Purpose

This position is dedicated to providing exceptional customer service across Ports & Terminal and E-Services. The officer will handle customer inquiries, resolve complaints, supply accurate information, and address service-related issues to uphold high standards of customer satisfaction and enrich overall customer experience.

Key Responsibilities

• Establish and update customer accounts by accurately entering and verifying data in the designated systems.
• Educate customers about DP World Jeddah's E-Services, including new product and service offerings related to Ports & Terminals.
• Respond to customer queries, requests, and feedback promptly and accurately utilizing appropriate communication platforms.
• Manage incoming customer interactions through multiple channels such as calls, emails, WhatsApp, live chat, and social media via the DP World Jeddah Contact Center.
• Identify customer needs, analyze queries or complaints, determine causes, and provide timely and appropriate solutions.
• Ensure all customer complaints and service requests are addressed and closed within designated timeframes, including callbacks.
• Maintain detailed logs and records of customer communications, complaints, requests, and account activity in the CRM system for monitoring and follow-up.
• Assist walk-in customers at designated points including terminal areas and Customs service desks with necessary guidance and support.
• Coordinate with internal departments including Customs and terminal staff to resolve queries related to container status, inspections, deliveries, and other service matters.
• Collaborate with Customs officers and other stakeholders to manage special requests like container unpacking/repacking, inspections, re-scans, and management of abandoned containers.
• Validate and authorize customer E-Service requests such as Logipoint transfers, MOT approvals for Out of Gauge (OOG) items, export re-scans, and other service requests in line with company policies.
• Manage complaints received through Mawani CRM by investigating with internal teams and responding within set deadlines.
• Compile and analyze customer service data, prepare reports on customer interactions, complaints, and satisfaction trends.
• Assist the Customer Experience Manager in conducting customer satisfaction surveys and implementing related initiatives.
• Develop and sustain positive customer relationships through open, professional, and proactive engagement.
• Identify patterns in customer feedback that highlight service gaps or new opportunities and recommend improvements to management.
• Partner closely with Customer Experience Supervisor and Manager to maintain consistent high-quality service across all customer touchpoints.
• Execute customer service tasks following company policies, procedures, and best practices to ensure consistency.
• Escalate complex or unresolved customer issues beyond defined authority or standard procedures to supervisors or managers.

Qualifications, Experience and Skills

• Bachelor’s degree in business administration, marketing, supply chain management, or related disciplines.
• Between one and three years of demonstrated experience in customer support roles.
• Proficient communication in both English and Arabic, verbally and in writing.
• Solid computer skills, especially proficiency with MS Office applications.
• Excellent telephone etiquette and active listening capabilities.
• Familiarity with CRM systems and customer service best practices.
• Customer-focused mindset with the ability to adapt communication to diverse personality types.
• Strong communication and presentation abilities.
• Effective multitasking, prioritization, and time management skills.
• Negotiation proficiency and a positive, adaptable attitude.
• Meticulous attention to detail and adept problem-solving skills.
• Ability to perform well under pressure and willingness to work in shifts.