Senior Officer - Customer Service and Accounts - DP World

**Key responsibilities**:

• Overseeing and assessing customer service staff activities and providing them with regular performancerelated 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.