Customer Enquiry Executive

Inchcape Shipping Services; Fujairah City; On-site; AED 50,000 - 75,000; Full time

Job summary

Inchcape Shipping Services is seeking a Customer Enquiry Executive in Fujairah, UAE. The role involves managing operations, engaging with customers, and ensuring satisfaction. Ideal candidates have a strong background in customer service and port agency operations, with a focus on relationship building and problem-solving.

Qualifications

• 5 years experience in a similar role with local Middle East exposure.
• Good understanding of port agency operations from enquiry to FDA.
• Experience working to predefined processes and Service Level Agreements.

Responsibilities

• Manage day-to-day operations and vendor inquiries.
• Handle customer complaints and ensure satisfaction.
• Prepare reports by collecting and analyzing customer information.

Skills

Customer Service

Problem-Solving

Analytical Skills

Communication

Planning

Interpersonal Skills

Attention to Detail

Education

Bachelor's Degree (or equivalent)

Tools

Microsoft Office Suite

Job description

We have an exciting opportunity to join Inchcape Shipping Services.

With a vision for a connected world, Inchcape relies upon the expertise, diversity, and global network of our over 3,000 professionals, spread across 60 plus countries and in over 240 offices to help our partners connect to a smoother, smarter ocean.

We empower our people, and our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective we connect the world and see the bigger picture.

The Power of People we rely on the strength of local agent knowledge and relationships.

Progress we adopt new thinking and push for positive change in our industry

Business Need / Purpose of Role

The Customer Enquiry Executive reporting to the Operations Manager based out of Fujairah, UAE shall be responsible for managing the day-to-day operations and actively engaging in vendor inquiries and registrations as per company-defined policies. To achieve and maintain excellent customer satisfaction.

Objectives & Measurement Key Responsibilities

• Manage incoming phone calls/enquiries that must be attended within the set turn around time.
• Prepare and provide accurate, valid, and complete information about the ME ports along with the quoted PDAs when / as required.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure a suitable resolution.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Identify and assess customers needs to ensure satisfaction.
• Prepare reports by collecting and analyzing customer information.

Knowledge, Skills, And Abilities

• Competent user of the Microsoft Office suite, including Outlook, Excel, and Word.
• Being able to communicate verbally and write in a clear and concise manner.
• Balance multiple tasks, changing priorities & operate within a deadline-oriented environment.
• Good interpersonal relationships in managing people/subordinates, planning, and organizing.
• Excellent attention to minute details.
• Strong planning and coordination skills.
• Strong Problem-Solving & Analytical Skills.
• Having a global perspective and possess a progressive thinking skill.

Education, Qualifications, Certifications, And Licenses

• 5 years experience in similar role with excellent knowledge of local Middle East exposure.
• Having a good knowledge of customer base and their requirements.
• Have good understanding of port agency operations from enquiry stage through to presenting the FDA.
• Local Middle East Port knowledge.
• Experience of working to pre-defined processes and procedures and delivering work in accordance to SLA (Service Level Agreements).
• Financial understanding and application.

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