Senior Officer - Jeddah, المملكة العربية السعودية - Talent Pal

وصف

**Keyresponsibilities**:

• Overseeing andassessing customer service staff activities and providing them withregular performancerelated feedback.
• Strategizing and monitoring the daily activities ofcustomer service operations including preparing of customer serviceteam duty rosters scheduling annual leave for staff etc.
• Assisting customer service staff with duties whererequired.
• Investigating and solving complaintsreceived from customers.
• Monitoring andauthenticating claims and refund requests received fromcustomers.
• Monitoring the contact centreperformance and providing regular feedback to improveperformance
• Liaise and engage with PortAuthority (Mawani) customer support team to provide timely responseto tickets assigned through Ministry of Transport (MOT) CRMportal.
• Using JIRA platform to raise ticketsto support and resolve issues faced by DPW Cargoes Community System(CCS) users.
• Training staff in areas ofcustomer service functions and company policies and familiarizingthem 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 workexperience in a supervisory role in Customer Service
• Team handling skills
• Proficiency inmanaging Customer Relationship Management (CRM) systems and digitalplatforms.
• Proficiency in MS office Word ExcelPowerPoint