Officer - Client Happiness (UAE National)

DMCC (Dubai Multi Commodities Centre); Dubai; On-site; AED 40,000 - 66,000; Full time

Benefits offered by this job

Housing allowance

Pension Scheme

Discretionary bonus schemes

Generous annual leave

Medical and life insurance cover

Free covered parking

Retail discounts with over 450 outlets

Job summary

DMCC is seeking an Officer - Client Happiness to manage the reception and first contact for leads across walk-ins, emails, and consultants in Dubai.

You will qualify leads, collect data, and promptly assign to the Senior Officer based on system rules, ensuring efficient client service and strong collaboration with the Business Setup team.

Qualifications

• Degree or diploma in any discipline or a diploma.
• 3 years’ experience in a similar capacity
• Proficient in office administration
• Very good working knowledge of Microsoft Office
• Ability to learn new software applications
• Language Skills: Excellent in English

Responsibilities

• Meet and greet all walk-in clients with a professional, informed and positive manner and immediately contact the assigned Senior Officer to meet with the client and ensure that the client is served with a beverage if needed.
• Provide first point of contact for all leads coming from web, walk-ins, call centre, and consultants etc.
• Ensure each and every lead is responded to by a telephone call within the shortest period of time (set KPIs at the time).
• Communicate professionally and efficiently with all leads and clients
• Answer all incoming calls within a specified time with a professional informed and positive manor and prepared with specific set of questions to assess all leads.
• Constantly look for ways to enhance all system features related to company set up for smoother process flow and improved client experience.
• Prepare daily, monthly and year-end reports related to walk-in clients, appointments and other visits to the business setup area (Client Registration Centre)
• Promptly report and discuss with lead Officer any issues faced in relation to clients’ requests, waiting time, and the handling by the assigned business setup executive.
• Support the Business Setup team in all administration and logistical tasks related to the sales process such as courier and mail services, receipt, distribution and stock management of flyers and brochures, payment of invoices, and booking of meeting rooms.

Skills

Office administration

Microsoft Office

English language

Learn new software

Education

Degree or diploma in any discipline

Job description

DMCC is a government entity established in 2002 to enhance commodity trade flows through Dubai. We perform a range of roles which continue to position Dubai as the preferred destination for global commodities trade and DMCC as the world’s No.1 Free Zone.

Company Profile:

DMCC is a centre of global trade. Headquartered in Dubai, DMCC is the world’s most interconnected Free Zone, home to over 25,000 member companies and the leading trade and enterprise hub for commodities. Whether developing vibrant neighbourhoods with world-class property like Jumeirah Lakes Towers and the much-anticipated Uptown Dubai or delivering high-performance business services, DMCC provides everything its dynamic community needs to live, work, and thrive. Made for Trade, DMCC is proud to sustain and grow Dubai’s position as the place to be for global trade today and long into the future.

Role Summary:

Reporting to the Senior Manager - Business Setup, this role will have the responsibility of providing the first point of contact for all leads coming from walk ins, emails, and consultants to ensure each and every lead is promptly entered into the system, verified and assigned to a Business Setup Executive.

The Officer - Client Happiness will have the main responsibility of handling the reception area where walk-in and appointment clients come in to meet the Senior Officer - Business Setup. The Officer - Client Happiness must receive the clients in a professional manner, collect all the required data to qualify the lead and immediately assign it to the Senior Officer based on the agreed system/schedule.

This role will also have the responsibility of reporting on the daily meetings and client activities undertaken by the business set up functions and ensuring a seamless operation and maximum efficiency and client satisfaction.

The Officer - Client Happiness is expected to have a fair knowledge of DMCC and Free Zone’s unique selling points and all products and services. They must also have a basic knowledge of the Free Zone rules and regulation, and company formation processes in addition to a good understanding of the legal requirements and different structures of company and all solutions available.

Responsibilities:

• Meet and greet all walk-in clients with a professional, informed and positive manner and immediately contact the assigned Senior Officer to meet with the client and ensure that the client is served with a beverage if needed.
• Provide first point of contact for all leads coming from web, walk-ins, call centre, and consultants etc.
• Ensure each and every lead is responded to by a telephone call within the shortest period of time (set KPIs at the time).
• Communicate professionally and efficiently with all leads and clients
• Answer all incoming calls within a specified time with a professional informed and positive manor and prepared with specific set of questions to assess all leads.
• Constantly look for ways to enhance all system features related to company set up for smoother process flow and improved client experience.
• Prepare daily, monthly and year-end reports related to walk-in clients, appointments and other visits to the business setup area (Client Registration Centre)
• Promptly report and discuss with lead Officer any issues faced in relation to clients’ requests, waiting time, and the handling by the assigned business setup executive.
• Support the Business Setup team in all administration and logistical tasks related to the sales process such as courier and mail services, receipt, distribution and stock management of flyers and brochures, payment of invoices, and booking of meeting rooms.

Qualifications:

• Degree or diploma in any discipline or a diploma.
• 3 years’ experience in a similar capacity
• Proficient in office administration
• Very good working knowledge of Microsoft Office
• Ability to learn new software applications
• Language Skills: Excellent in English

The successful candidate will enjoy the following:

• Working at the world’s best Free Zone with highly motivated colleagues.
• A very diverse workforce from all around the globe.
• Well-being initiatives all over the year.
• Market competitive basic salary.
• Housing allowance.
• Other alternative family benefits.
• Pension Scheme.
• Discretionary bonus schemes.
• Generous annual leave.
• Medical and life insurance cover.
• Free covered parking.
• Retail discounts with over 450 outlets across JLT