Manager- Customer Service

Website AD Ports Group

Job Description:

To Deliver Maritime Cluster promise in providing superior and differentiated customer experience. Develop and maintain excellent client relationships Ensure fast and smooth resolution of any customer issues.

Job Responsibilities:

  • Measuring and improving Customer Services department’s KPIs.
  • Leading and executing customer experience improvement and momentum programs
  • Measuring the customer champions initiative to fosters a customer-centric and inspirational culture among customer facing employees and staff.
  • Leading and executing the customer lifecycle management improvement framework.
  • Proposing initiatives to improve current business systems and processes.
  • Consolidating, analyzing and presenting trend data and recommend remedial action to resolve customer issues.
  • Consolidating, analyzing and presenting trend data and recommend remedial action to resolve customer issues.
  • Following up on the process of issuance, investigation and timely reply to customer complaints and enquiries.
  • Ensuring high levels of customer satisfaction, especially among 1st priority customers Reviewing weekly progress meeting on customers’ projects developments.
  • Directing and Managing the Customer Services department.
  • Developing new and improving existing customer service-related procedures and practices.
  • Ensure consistent implementation of CRM across all business units.
  • Lead Maritime Cluster in achieving 7 star rating in The Global Star Rating System for Services (GSRSS) developed as part of the Emirates Government Services Excellence Program’s (EGSEP) and implemented in AD Ports Group.
  • Leading people towards achieving strategic targets.

Job Requirements:

  • More than 10 years of experience.
  • English & Arabic.
  • At least two years of experience in a leading hospitality / service industry or a back-office operations Role.
  • Degree essential. Post Graduate Qualification in business, marketing or communications welcomed.

Job Details:


Company: AD Ports Group

Vacancy Type: Full Time

Job Location: Abu Dhabi, UAE

Application Deadline: N/A

To apply for this job please visit www.linkedin.com.


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