Customer Care Specialist

Kerry Group plc; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading taste and nutrition company is looking for a Customer Services Executive to build and maintain relationships with high-volume clients in Dubai. The role involves ensuring timely deliveries, client satisfaction, and strategic growth through data analysis and market insights. Ideal candidates should have a degree, experience in senior key account management, and fluency in Arabic.

Qualifications

• Requires 3-5 years experience as a Customer Services Executive.
• Fluency in Arabic is required.
• Strong client-facing attitude and proficiency in English.

Responsibilities

• Develop and maintain strategic client relationships.
• Oversee the timely delivery of products and ensure client satisfaction.
• Analyze performance metrics and drive continuous improvement.

Skills

Leadership

Communication

Negotiation

Analytical skills

Strategic thinking

Education

Bachelor’s or master’s degree in business

Tools

SAP

Salesforce

Job description

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Requisition ID: 59538
Position Type: FT Fixed Term
Workplace Arrangement: #LI-Onsite

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the role

This role centers on building relationships with high-volume clients by understanding their needs, ensuring timely delivery, resolving issues, and driving continuous improvement through feedback and performance tracking. It also involves expanding the client base, analyzing performance metrics, and staying informed on market trends to align strategies with company goals.

Work Location: Dubai, UAE
Reporting Line: Customer Care Team Lead

Key responsibilities

• Strategic Relationship Building: Develop and maintain strategic, long-term, and trust-based relationships with high-volume clients, driving organic growth and aligning with company objectives.
• Needs Analysis: Conduct in-depth research to understand and anticipate key customer wants and needs. Propose tailored solutions that address clients' requirements.
• Delivery Excellence: Oversee the timely delivery of products to key clients, working closely with internal teams to ensure smooth operations.
• Client Liaison: Act as the primary contact point for key clients, facilitating seamless communication and collaboration between clients and internal departments.
• Issue Resolution: Handle customer complaints effectively, demonstrating a commitment to resolving issues promptly and maintaining client satisfaction.
• Feedback Loop: Gather, analyze, and communicate customer feedback on service quality, technology, and product delivery. Drive continuous improvement initiatives.
• Client Expansion: Identify and source new potential clients, exploring opportunities to expand the client portfolio.
• Performance Metrics: Measure, track, and analyze key account metrics to evaluate performance and drive strategic decisions.
• Strategic Reporting: Create comprehensive reports for senior management, summarizing key account activities, performance, and strategic insights.
  Collaborate closely with the production and warehouse teams to monitor inventory levels and ensure the availability of products for timely delivery.
• Market Insights: Stay informed about industry and market trends and incorporate best practices into client strategies.

Qualifications and skills

• Preferably a Bachelor’s or master’s degree in business, relevant experience.
• Preferably have previous working experience as a Customer Services Executive for a minimum of 3 - 5 Years.
• Due to the nature of the role and the region you will support, we require someone who is fluent in Arabic.
• Proven experience in senior key account management, preferably within the food industry sector.
• Preferably have prior working knowledge in SAP & Salesforce system.
• Strong leadership and team management skills.
• Exceptional communication, negotiation abilities, strategic thinking and problem-solving capabilities.
• Results-driven mindset with a focus on achieving growth objectives.
• Strong client facing attitude with excellent communication skills (written and verbal proficiency in English is a must).
• Ability to multi-task, prioritize, and manage time effectively.
• Industry awareness with sound knowledge of software, and usage of collaborative tools.
• Analytical ability with presentation skills.

Beware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a non-Kerry email address or phone number. In addition, Kerry does not currently utilise video chat rooms (e.g., Google Hangouts) to conduct interviews. Refuse any request that asks you to provide payment to participate in the hiring process (e.g., purchasing a “starter kit,” investing in training, or something similar). Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses. In addition, any payments made by Kerry will be from official firm accounts bearing the Kerry name.