Job Purpose:
Professionally manage customers' requests & and expectations. Ensuring the delivery best in best-in-class services to all of JORAMCO's customers.
Main Duties & Responsibilities:
- Act as a focal point with customer’s interactions about the day-to-day operations.
- Ensure smooth functioning of the customer interface while giving consideration to contractual service agreements and internal KPIs and ensuring high customer satisfaction
- Solve problems and address bottlenecks in day-to-day operations.
- Continuously improving and evaluating customer requests/requirements.
- Responsible for coordinating among the various departments of Joramco and customers to ensure timely resolution of pending topics.
- Coordinate and communicate all aircraft issues with the customer.
- Prepare prearrival and departure formalities (Project template, departure pledge, catering form, parking fees exemption, and refueling order)
- Follow up on customer’s requirements 24/7.
- Ensure outstanding customer satisfaction by maintaining strong working relationships.
- Maintain complete and accurate customer correspondence data.
- Schedule regular meetings with customers & and evoked stakeholders.
- Act as point of contact for complaints escalate issues as appropriate, and take the lead to solve the problems/queries.
- Carry out client satisfaction surveys and reviews.
- Perform any other roles and responsibilities within the scope of his / her specialization as assigned by the direct supervisor.
Qualifications, Knowledge & Experience:
- Bachelor's degree in Business Administration, Marketing, Communications, Customer Service Management, or a related field.
- 2–4 years of experience in customer service, customer experience, customer relations, or a similar role. Experience in the aviation industry is a plus.
- Excellent verbal and written communication skills in English and Arabic.
- Strong customer-centric mindset with a passion for delivering exceptional service.
- Ability to build and maintain positive relationships with customers and stakeholders.
- Strong problem-solving and conflict-resolution skills.
- Ability to analyze customer feedback and recommend service improvements.
- Excellent organizational and time-management skills.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Ability to work under pressure and manage multiple priorities effectively.
- High level of professionalism, integrity, and attention to detail.
