Customer Service Representative

Overview

This position is with Keolis MHI in Dubai, United Arab Emirates, under a permanent contract arrangement. The responsibilities and activities affiliated with this role may evolve to align better with the company's operational needs.

Primary Duties

• Advocate and enhance the standard of customer service excellence across all interactions.
• Design and execute customer satisfaction surveys to assess client needs and expectations, followed by detailed analysis of the gathered data.
• Collaborate effectively with business partners to support operational goals.
• Address and resolve customer complaints professionally and promptly.
• Manage inquiries and requirements received via telephone, fax, and email efficiently and courteously.
• Maintain a safe, secure, and hygienic environment for both customers and staff members.
• Ensure strict adherence to company policies, strategic goals, and quality management systems.
• Identify, report, and troubleshoot faults or issues following prescribed company procedures.
• Execute additional tasks as assigned by the Assistant Manager Customer Experience and the Planning & Performance Manager.

Skills and Competencies

• Fluent communication skills in English and/or Arabic, both spoken and written.
• Excellent active listening capabilities.
• Strong attention to detail with the ability to handle multiple tasks simultaneously.
• Effective interpersonal and communication skills adaptable to various organizational levels.

Experience and Education

• At least two years of relevant professional experience.
• Preferably possessing a solid background within the transport or service industries.
• Education credentials ideally include a degree or higher diploma in any field.