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Senior Officer - Customer Service - Ports at AD Ports Group Career Site

Abu Dhabi, Abu Dhabi, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, CRM, Stakeholder Management, Data Quality Management, SLA Compliance, Customer Onboarding, Shipping Industry Knowledge, Ports Industry Knowledge, Freight Forwarding, Communication, Problem Resolution, Service Records Maintenance

Industry

Logistics;Transportation;Supply Chain and Storage

Description

* Act as a primary point of contact for customers, handling more complex inquiries, service requests, and follow‑ups in line with defined KPIs and SLAs. * Take ownership of customer cases logged in the CRM, ensuring timely resolution, proactive follow‑ups, and clear communication with customers and internal stakeholders. * Ensure accurate, complete, and consistent maintenance of customer profiles and service records in the CRM, supporting data quality checks across assigned customer segments. * Support and guide the team in effective CRM usage, case logging, and customer communication best practices. * Coordinate closely with Operations, Commercial, Finance, IT, and other internal teams to resolve customer issues, monitor SLA compliance, and reduce repeat cases. * Lead customer onboarding activities at an operational level, ensuring CRM registration, service orientation, and smooth handover to relevant internal teams.

Responsibilities

The Senior Officer acts as a primary point of contact for complex customer inquiries and manages cases within the CRM to ensure timely resolution. They also coordinate with internal departments to monitor SLA compliance and lead operational customer onboarding activities.