Customer Relations Officer asyad

JOB PURPOSE:

The Customer Relations Officer serves as the primary point of contact for investors, tenants, and visitors within the One Stop Shop at Khazaen Economic City. This position plays a crucial role in supporting business setup, licensing, permitting, and after‑care services for companies operating within the economic city.

KEY ACCOUNTABILITIES:

Customer Service & Front-Desk Operations

• Welcome and assist visitors, investors, and tenants at the One Stop Shop.
• Respond to inquiries related to business setup, licensing, permits, land leasing, utilities, and operational requirements.
• Provide accurate and timely information regarding Khazaen services, procedures, and government partner processes.
• Handle complaints professionally and escalate complex cases to the appropriate department.

Service Facilitation & Coordination

• Coordinate with government entities present in the OSS (e.g., municipality, tax authority, labor department) to facilitate customer requests.
• Track submitted applications, follow up with stakeholders, and ensure timely completion of processes.
• Support customers in completing forms, submitting documents, and navigating digital service portals.
• Liaise with internal departments (Commercial, Operations, Legal, Finance) to resolve customer needs.

Customer Experience & Relationship Management

• Maintain strong, professional relationships with existing and potential investors.
• Conduct periodic follow-ups with tenants to identify service gaps, gather feedback, and provide after‑care support.
• Ensure high satisfaction levels by providing proactive, solution‑driven service.
• Assist in organizing customer engagement activities and awareness sessions.

Documentation & Reporting

• Maintain accurate records of customer requests, service timelines, and completed transactions.
• Prepare daily/weekly/monthly reports on customer interactions, service volumes, and case status.
• Document recurring issues and recommend process improvements to enhance customer experience.