Customer Care Representative

Dubai World Trade Centre

Core Duties & Responsibilities

• Proactively to create memorable customer interactions, assist customers and deliver excellent customer service by providing directions, information, answering questions, and performing other center specific duties as assigned. Respond to Free Zone Visitors, Exiting Clients, and New Walk-In enquiries about the DWTC Free Zone services and general information
• To be fully aware and maintain a thorough knowledge of DWTC Free Zone services and general information with response procedures and maintain a clear understanding of Customer Care role and areas of responsibilities
• Responds promptly to customer needs and coordinate with Free Zone concerned team members for efficient delivery of requirements. Maintain professionalism with callers / customers / visitors and ensure effective communication
• Confer with FZ customers by telephone, in person or by email to provide information about DWTC Free Zone services, and promptly reply to their queries and manage any urgent requirement
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken and forward these to the concerned team members promptly and check to ensure that appropriate changes and progression were made to resolve customers' problems
• Ensure information is updated on the services and offering and internal processes of the Free Zone department to deliver the tasks in efficient and professional manner
• Regularly update DWTC departments on any Free Zone related changes as needed for smooth operation & Support the Free Zone Team in any other duties as needed or required
• Manage the Free Zone reception and ensure every client is attended on time without delay

Operating Environment

Office based; require working longer hours on a computer

Formal Education

Bachelor's Degree

Work Experience

At least 3 years relevant experience in Customer Service

UAE/GCC experience preferred

Skills & Knowledge

• Working knowledge in using EBMS, Oracle applications
• Knowledge in Microsoft Office (Word, Excel & Presentation)
• Training in Telephone Etiquette & Customer Service