Client Relations Officer - Government Services & Insight

Dubai Government; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

Ports, Customs and Free Zone Corporation seeks a proactive Client Relations professional to manage enquiries, complaints and service delivery, ensuring timely responses per policy. The role focuses on recording, tracking and analyzing client feedback, coordinating with internal teams and preparing reports to drive improvements within a government organization in Dubai.

Minimum two years in client relations or customer service is required; a bachelor’s degree in Business Administration or related

Qualifications

• Minimum two years’ experience in client relations, customer service or related field.
• Experience in client relationship management or service improvement is a plus.

Responsibilities

• Record, monitor and track all client enquiries, suggestions and complaints, ensuring they are addressed accurately and within established service timelines.
• Provide direct support and guidance to clients in accordance with established policies, procedures and service standards.
• Support the handling and resolution of client complaints, coordinating with relevant internal stakeholders to ensure appropriate and satisfactory outcomes.
• Follow up on outstanding client matters and ensure that all enquiries, concerns and complaints are addressed and closed effectively.
• Collect, consolidate and analyse client feedback, ensuring that key findings and insights are communicated to management and relevant section heads.
• Prepare reports based on client feedback and survey results, highlighting service gaps, trends and opportunities for improvement.
• Maintain and update the client database, ensuring that information is accurate, complete and appropriately categorised.
• Coordinate client meetings in accordance with the approved annual visit plan, ensuring that all necessary arrangements and preparations are completed.
• Support the development and implementation of action plans arising from client feedback, ensuring timely follow-up and execution of agreed actions.
• Collaborate with relevant internal teams to monitor the implementation and progress of action plans and report on outcomes.
• Support the implementation of client-focused initiatives and contribute to the continuous improvement of client relations and service delivery.

Education

Bachelor's degree in Business Administration or related discipline

Job description

Ports, Customs and Free Zone Corporation seeks a proactive Client Relations professional to manage enquiries, complaints and service delivery, ensuring timely responses per policy. The role focuses on recording, tracking and analyzing client feedback, coordinating with internal teams and preparing reports to drive improvements within a government organization in Dubai.

Minimum two years in client relations or customer service is required; a bachelor’s degree in Business Administration or related