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Jeddah

    Senior Officer - Jeddah, المملكة العربية السعودية - Talent Pal

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    وصف

    **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.

    **Qualifications Experience and Skills**:

    • Bachelor degree in relevant major
    • Able to communicate effectively in English / Arabic (Verbal / Written)
    • Min. 3 years of work experience in a supervisory role in Customer Service
    • Team handling skills
    • Proficiency in managing Customer Relationship Management (CRM) systems and digital platforms.
    • Proficiency in MS office Word Excel PowerPoint

    This job has been sourced from an external job board.
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