Senior Customer Happiness Officer

About This Role

Job Role / Responsibilities (English Translation):

• Classify customers and segment them into groups to distinguish and identify their needs.
• Promote positivity and extend the concept of happiness adopted by the UAE government across all entities, while fostering teamwork and cooperation at all times.
• Ensure collection of customer complaints, feedback, and suggestions through dedicated systems, follow up on cases, and analyze them.
• Identify and address issues to facilitate performance improvement and increase effectiveness through continuous enhancement of customer service activities within the General Administration of Customs.
• Supervise customs service transactions and ensure timely completion of procedures.
• Oversee data collection, analysis, benchmarking studies, and detailed statistical reports to develop and evaluate services provided to customers, while ensuring compliance with approved efficiency, quality, and happiness standards.
• Review studies, proposals, and suggested amendments related to services provided, and reorganize internal customer service processes to ensure a consistent customer experience.
• Review customer and visitor satisfaction survey reports regarding service quality, speed, and implemented events, study results and recommendations, and take appropriate corrective and improvement actions.
• Participate in events and activities such as exhibitions and awareness workshops to represent the department and the General Administration of Customs, demonstrate commitment to delivering services that achieve customer happiness, and respond to customer inquiries and suggestions.
• Review and approve customer and visitor satisfaction surveys on service quality, speed, and events, then submit results and recommendations to the Head of Section for improvement actions.
• Follow up on inquiries received from individuals and local/international companies through various communication channels, coordinate with concerned departments, and provide consultations and responses.
• Perform any other related duties and responsibilities as assigned by management.

Core Competencies

• Integrity
• Effectiveness
• Professionalism
• Organization / Planning
• Teamwork / Cooperation
• Creativity

Technical Competencies | Level

• Quality Focus
• Professionalism
• Brand Management
• Customer Service Focus
• Communication

Networking / Relationship Building

Qualifications:

• Bachelor Degree

Work Experience Requirements:

• Minimum 4 years of relevant experience