Customer Service Executive

ALLIED TRANSPORT LLC; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

ALLIED TRANSPORT LLC in Dubai seeks a Customer Service Representative to ensure high customer satisfaction through efficient inquiry handling and problem resolution. The role demands proficiency in English and Mandarin, basic knowledge of land transportation, and excellent communication skills.

Key responsibilities include responding to customer inquiries, processing orders, and managing complaints. The ideal candidate will be proactive and able to work under pressure while maintaining quality service and accurate record-keeping.

Qualifications

• Experience in customer service roles with a strong understanding of customer needs.
• Proficient in English and Mandarin.
• Basic knowledge of freight movements by land transportation.

Responsibilities

• Respond to customer inquiries via phone, email, and face-to-face communication.
• Process customer orders and documentation accurately.
• Manage and resolve customer complaints effectively.
• Convert service inquiries into potential revenue opportunities.
• Maintain accurate customer records and manage data.
• Contribute ideas for standard operating procedure enhancements.

Skills

Customer service principles

Verbal communication

Active listening

Team-oriented mindset

Problem-solving

Pressure management

Job description

Purpose

To execute all customer service activities efficiently and professionally ensuring proper handling of customer requirements and maintaining a high level of customer satisfaction

Key Responsibility Areas

• Respond to customer inquiries regarding services, products, and account details in a professional, accurate, efficient and friendly manner.
• Serve as the primary point of contact for customers through phone, email, and face-to-face communication.
• Process customer orders and complete all required documentation including tracking reports, company forms, monthly volume reports, KPIs, client or internal, and complaint registers.
• Manage and resolve customer complaints including technical, major or complex issues following established procedures to ensure customer satisfaction and enhance service quality.
• Maximize business opportunities by converting service inquiries into potential revenue and providing qualified sales leads to the Sales Team.
• Maintain accurate customer records, data management and MIS updates.
• Actively participate as a team player and proactively contribute ideas for SOP enhancements.

Key Performance Indicators

• Acknowledge all customer emails within 30 minutes during working hours.
• Submit KPIs for assigned customers by the 5th of every month as per agreed SLAs.
• Ensure all shipment documents are properly saved in designated folders as per company policy and customer requirements.
• Prepare and deliver daily and monthly reports for customers and management on time, including shipment volume tracking.
• Handle all complaints promptly and effectively, aiming for resolution at the first escalation stage and ensure proper documentation as per policy.
• Maintain a high level of customer satisfaction through consistent service quality.

Competencies

• Strong understanding of customer service principles, including customer needs assessment, quality standards, and satisfaction evaluation.
• Excellent verbal communication skills with the ability to convey information clearly.
• Active listening skills, with the ability to understand customer concerns and ask relevant questions.
• Team-oriented mindset with a proactive approach to supporting colleagues.
• Strong written communication skills suitable for different audiences.
• Effective problem-solving skills.
• Ability to work under pressure and deliver solutions efficiently.

We require English and Mandarin speaker for this role.

Basic knowledge of freight movements especially by Land Transportation.