Contact Center Officer Abu Dhabi Ports

Handle customer inquiries, requests, feedback, and all case types professionally across all contact channels (calls, emails, chat, webforms, WhatsApp, etc.).

• Manage and resolve upset, challenging, or escalated customer situations with empathy and professionalism, in line with service recovery guidelines.
• Identify customer needs, clarify information, research issues, and provide accurate solutions or alternatives following approved procedures and scripts.
• Log, track, update, and close cases accurately in the CRM system and related databases within agreed SLAs.
• Manage large volumes of inbound and outbound interactions efficiently across omni channel platforms.
• Utilize AI-enabled tools and automation features (such as chatbots, knowledge base recommendations, sentiment analysis, and case categorization) to support efficient handling of customer interactions across all channels.
• Perform outbound calls, follow ups, call backs, surveys, or campaigns as assigned by the line manager.
• Maintain up to date knowledge of company services, policies, procedures, systems, and fleet information.
• Ensure confidentiality and compliance with data privacy, information security, and quality standards at all times.
• Liaise with internal focal points, departments, and management to ensure timely resolution of customer cases.
• Provide accurate information and updates to customers regarding the status of their inquiries or cases.
• Demonstrate flexibility to work day, night, weekend, and public holiday shifts as part of a 24/7 shift based operation.
• Support assigned tasks, projects, initiatives, or improvement activities related to customer service and customer experience.
• Comply with quality metrics, performance targets, and customer satisfaction objectives.