Customer Service Executive/Sr. Executive

Freight Systems DWC LLC; Dubai; On-site; AED 50,000 - 70,000; Full time

Job summary

Freight Systems DWC LLC in Dubai seeks a customer service representative to enhance commercial distribution by managing customer relationships and resolving queries effectively.

The ideal candidate will proactively deal with customer complaints, maintain strong relationships with clients, and utilize E-Freight Suite for tracking transactions. Responsibilities include taking orders, upselling, and ensuring customer satisfaction through prompt communication and efficient service delivery.

Qualifications

• Demonstrated experience in customer service and complaint management.
• Strong communication and relationship-building abilities.
• Capacity to work collaboratively across departments.

Responsibilities

• Deliver quality customer service and manage communications.
• Handle customer complaints and queries efficiently.
• Maintain relationships with existing customers and seek new business opportunities.
• Track customer transactions using E-Freight Suite.

Skills

Customer service

Complaint handling

Account management

Upselling

Communication

Tools

E-Freight Suite

Job description

To deliver a quality commercial distribution channel between the customer and FSL by distributing products and services that encourage the success of our customer.

To focus on the customer and answer enquiries efficiently and within the stated guidelines.

Proactively dealing with customer complaints and queries ensuring assistance through to resolution.

To use E‑Freight Suite to keep track of all customer transactions and interactions.

Upselling and handling new accounts as well as existing accounts.

Maintain grow and build long term relationships with customers in the current account portfolio via phone calls emails and job quality follow up.

To act as the link between the customer and various departments to ensure efficient levels of service.

Cross check and raise invoices as per company objectives and within the agreed delivery deadlines.

Identifying and escalating consistent or recurring problems with the systems functionality.

Assisting management with any assigned special projects and providing backup to the team manager when required.

Additional duties as assigned.

Information Distribution

Actively communicate with potential customers and provide them with the information requested.

As a representative of FSL, maintain customer communication on a daily basis.

Ensure that the customer database is up to date.

Order Taking & Short‑Term Selling

Accept orders for defined products if they are in line with the agreed procedures and guidelines.

Execute administration related to the order based on agreed procedures and guidelines.

Keep in touch with existing customers on a regular basis and generate new business.

Relationship Management

Maintain strong relationships with the customer or specified customer group, in order to safeguard optimal contribution to the commercial results.

Nurture a strong professional relationship with internal and external customers, as well as colleagues.

Complaint and Claim Handling

Deal with customer complaints in a professional manner and develop tailor made solutions to best assist the customer.

Assist claim handlers to obtain claim related documents and information from customers.

Key Accounts Management

Handling key accounts and ensure all requirements are fulfilled.

Provide daily updates to the customer with regards to their pending shipments.