The ideal candidate will perform the necessary Accounts Management function, understanding the current and future needs of the customers; recommending process changes; increasing e-adoptions; improve on identified targets to satisfy agreed customer key performance indicators and ensuring Customer Satisfaction at all times.
Key Responsibilities:
- Communicate with the assigned community in focus groups and regular meetings, making them aware of e-services introduced.
- Collect all feedback and issues flagged by customers and classify them into different value chain processes thereby assisting the Account Management Specialist to recommend actions after further analysis.
- Recommend and assist in resolution of reported issues and suggestions.
- Contribute to various sectional and departmental campaigns (Direct Visits; Kiosk and road campaigns, events) to increase the adoption of e-services.
- Report barriers to adoption of services by customers and recommend solutions
- Provide periodic reports to Stakeholders and management on adoptions
- Assist Account Management Specialist in handling Complaints by means of investigations, obtaining feedback from similar clients etc.
- Assist the management in carrying out Surveys and Quality Audits by using different means to assess the quality of services rendered by Maqta Ayla to the Trade Community.
- Assist the management in analyzing and preparing the outcome of these surveys
- Participate in Events, Exhibitions to network with customers
- Manage Customer invites and organization at MG Events
- Prepare, maintain and update the information on stakeholders and their profile in the end-to-end trade supply chain
- Provide periodic Performance / Progress Reports to the Account Management Specialist to ensure continued success in achieving higher customer satisfaction.
- Co-ordinate with team members to collate knowledge base information of different Trade Communities.
Knowledge and skills required:
- Bachelor’s degree in business administration, Communications or a related field.
- Proficiency in Arabic/English
- 3- 5 years of experience in similar role
- Excellent written and verbal communication skills.
- Ability to recommend business needs into possible process change requirements.
- Excellent interpersonal and customer relations skills.
- Proven record in Customer Service and/or in organization and planning of informative sessions and communication campaigns.
- Experience in the port and port-related industries and knowledge of business processes.
