PCFC - Client Relations Officer

Tanqeeb; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Ports, Customs and Free Zone Corporation (PCFC) seeks a Client Relations professional to manage inquiries, suggestions and complaints, ensuring timely and accurate responses.

The role focuses on supporting clients per established policies, coordinating with internal teams, and using feedback to drive service improvements. Candidates should have at least two years in client relations or customer service and a bachelor\’s degree in Business Administration or a related field.

Qualifications

• Minimum 2 years in client relations or customer service.
• Experience in CRM, complaint resolution, client engagement or service improvement, preferably in government or large corporates.
• Bachelor’s degree in Business Administration or related discipline; professional certification preferred.

Responsibilities

• Record, monitor and track all client enquiries, suggestions and complaints, ensuring timely resolutions.
• Provide direct support and guidance to clients per policies and service standards.
• Support handling and resolution of client complaints, coordinating with internal stakeholders for satisfactory outcomes.
• Follow up on outstanding matters to ensure enquiries and complaints are addressed and closed.
• Collect, consolidate and analyse client feedback; share key findings with management and heads of relevant sections.
• Prepare reports from client feedback and surveys, highlighting gaps, trends and improvement opportunities.
• Maintain and update the client database with accurate and complete information.
• Coordinate client meetings per the annual visit plan, ensuring arrangements are completed.
• Support development and implementation of action plans from client feedback, ensuring timely follow-up.
• Collaborate with internal teams to monitor action plan progress and report outcomes.
• Support client-focused initiatives and contribute to continuous improvement of client relations.

Skills

Client relations

Customer service

Complaint resolution

Client engagement

Service improvement

Education

Bachelor's degree in Business Administration

Job description

Job description

About Ports, Customs and Free Zone Corporation:

The Ports, Customs and Free Zone Corporation (PCFC) was officially established in 2001, under the authority of the Dubai Government. There are a number of entities and institutions operating under its umbrella, including Port Rashid, Jebel Ali Port, Al Hamriya Port, which are managed by Dubai Ports Authority, in addition to the Department of Planning and Development - Trakhees, the Dubai Maritime Authority and the Office of the Marine Agency for Wooden Dhows, as well as the investment arm and security arm of the corporation, represented by Investment Department and Security Department.

CLIENT RELATIONS

• Record, monitor and track all client enquiries, suggestions and complaints, ensuring they are addressed accurately and within established service timelines.
• Provide direct support and guidance to clients in accordance with established policies, procedures and service standards.
• Support the handling and resolution of client complaints, coordinating with relevant internal stakeholders to ensure appropriate and satisfactory outcomes.
• Follow up on outstanding client matters and ensure that all enquiries, concerns and complaints are addressed and closed effectively.
• Collect, consolidate and analyse client feedback, ensuring that key findings and insights are communicated to management and relevant section heads.
• Prepare reports based on client feedback and survey results, highlighting service gaps, trends and opportunities for improvement.
• Maintain and update the client database, ensuring that information is accurate, complete and appropriately categorised.
• Coordinate client meetings in accordance with the approved annual visit plan, ensuring that all necessary arrangements and preparations are completed.
• Support the development and implementation of action plans arising from client feedback, ensuring timely follow-up and execution of agreed actions.
• Collaborate with relevant internal teams to monitor the implementation and progress of action plans and report on outcomes.
• Support the implementation of client-focused initiatives and contribute to the continuous improvement of client relations and service delivery.

EXPERIENCE

Required (Minimum Experience): A minimum of two years’ experience in client relations, customer service or a related field.

Preferred: Experience in client relationship management, complaint resolution, client engagement or service improvement, preferably within a government, semi-government or large corporate organisation.

EDUCATIONAL QUALIFICATIONS AND CERTIFICATIONS

Required (Minimum Qualification): A bachelor’s degree in Business Administration or a related discipline.

Preferred: Relevant professional certification in Customer Service, Customer Experience, Client Relationship Management or a related field.