Customer Experience Officer

About the role

The Customer Experience Officer will ensure high-quality service for port and terminal users by handling inquiries, complaints and service requests across multiple channels. Working from the DP World Jeddah contact centre and on-site touchpoints, you will guide customers through the DP World Jeddah E‑Services platforms and support them throughout their journey.

Key responsibilities

• Open and maintain customer accounts, accurately recording and updating information in the CRM system.
• Introduce and promote DP World Jeddah E‑Services, including new products and service offerings.
• Respond to customer inquiries via phone, email, WhatsApp, live chat, social media and walk‑in interactions.
• Identify customer needs, diagnose service issues and provide timely resolutions or alternatives.
• Follow up on complaints and service requests to ensure closure within defined timeframes.
• Log all interactions, complaints and account activities in the CRM for tracking and reporting.
• Coordinate with internal departments, customs officers and terminal teams to facilitate special requests such as container unpacking, inspections and re‑scans.
• Validate and approve E‑Services requests (e.g., Logipoint transfers, MOT approvals, export re‑scans) according to procedures.
• Prepare regular reports on customer service performance, trends and satisfaction metrics.

Required profile

• Strong communication skills with the ability to handle diverse customer channels.
• Detail‑oriented and able to maintain accurate records.
• Proactive problem‑solver who can work with multiple internal stakeholders.
• Flexibility to work both in a contact centre environment and at on‑site service desks.

Required skills

• Proficiency with CRM platforms (e.g., Mawani CRM).
• Familiarity with E‑Services platforms and related digital tools.