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VAC4018 - Customer Service Analyst

Division Commercial Services
Location Yarimca, Turkey
Closing Date 30-Jun-2017
About the Business

DP World has a portfolio of more than 65 marine terminals across six continents(1), including new developments underway in India, Africa, Europe and the Middle East.

Container handling is the company’s core business and generates more than three quarters of its revenue. In 2013, DP World handled 55 million TEU (twenty-foot equivalent container units). With its committed pipeline of developments and expansions, capacity is expected to rise to more than 100 million TEU by 2020, in line with market demand.

DP World has a dedicated, experienced and professional team of around 30,000 people serving its customers around the world, and the company constantly invests in terminal infrastructure, facilities and people to provide quality services today and tomorrow, when and where customers need them.

In taking this customer-centric approach, DP World is building on the established relationships and superior level of service demonstrated at its flagship Jebel Ali facility in Dubai, which has been voted “Best Seaport in the Middle East” for 20 consecutive years.

(1) As of July 2014.

Europe & Russia Region

DP World operates marine terminals within the Europe and Russia Region; London Gateway, Antwerp, Tarragona, Germersheim, Southampton, Fos, Constanta and Le Havre. In addition to development projects at Rotterdam and Yarimca.

About the Role
  • Respond and forward customer’s queries in timely manner;
  • Preparing and analysing marketing report;
  • Arranging meetings and practicalities for department in line with budget;
  • Able to care administrative tasks and day-to-day business of commercial department as strategically planned.
  • Duties are in range of the commercial and marketing processes to receiving calls from customers and respond as appropriately;
  • Act based on commercial activities direction without compromising from the sets of DP World standards;
  • Create regular marketing reports in order to analysis path and create awareness for possible bottlenecks for commercial department strategy;
  • Following and analysing competition and customers activities. Being close to market to understand trend;
  • Maintaining excellent specific customer relationships;
  • Developing professional and close relationships with peers at customers side. Understanding their needs and responding timely manner;
  • Dealing with haulage providers on day to day business in order to promote VBS and smooth gate operations;
  • Following up hinterland developments;
  • Provide value-added services;
  • Assisting to implementation of sales and marketing strategies;
  • Comply with Fatal Risk Standards, Health & Safety Policy and safe working practices, ensure responsibility for safety and discipline in work area and report accidents and ‘near misses’ in accordance with defined safety procedures.
  • Bachelor’s degree level from relevant field. Post graduate degree is an asset;
  • High commercial awareness;
  • Acting as single customer service contact point and distributing arisen issues to respective departments and following outcome accordingly without compromising from responsibility;
  • Preparing and analysing marketing reports and providing guidance to team;
  • Competent with IT - including Excel, presentation skills;
  • Organised and efficient at keeping records;
  • Team Player;
  • Work to deadlines with accuracy;
  • Able to plan and priorities workloads and keep on top of multiple tasks;
  • Good written and oral communications both in English and Turkish;
  • Can do attitude rather than it can’t be done. Willing and open to learn and having out of box thinking ability;
  • Able to drive customer value proposition and being customer centric.
  • 2 to 4 years experience in container business in commercial and/or marketing functions of container terminal or line operator or similar;
  • Good experience with client facing and customer relationship

Dubai, UAE :DP World, Ltd. (DP World) alerts job applicants and the public about a fraudulent scheme in which DP World has been impersonated.

The scammers fraudulently:
  • Impersonate DP World;
  • Impersonate DP World employees;
  • Conduct “job interviews” via text message, telephone, e-mail, and/or instant message (including Google Hangout) communications for work-from-home positions;
  • “Hire” employees to join DP World;
  • Provide the “employees” with funds to buy home-office equipment and pay DP World “vendors” via fraudulent checks and money orders; and
  • Instruct the “employees” via e-mail, text message, telephone, or instant message to deposit the checks into their personal bank accounts and wire or cash transfer some portion of the funds to “vendors,” which are actually the scammers.
DP World informs job applicants and the public that:
  • DP World is not expanding its operations in the United States in the next 3-6 months (as the scammers allege);
  • DP World’s operations in the United States are currently limited to Charlotte, North Carolina and are not expanding to any other locations for the foreseeable future;
  • DP World does not solicit potential employees via text message or instant messaging;
  • DP World does not interview employees by text message, e-mail, or instant messaging (including Google Hangouts);
  • DP World does not issue payment to its employees, prospective or otherwise, via paper check or money order;
  • DP World does not require employees to buy their own office equipment or personally pay vendors; and
  • The scammers have fraudulently used the name of DP World and its employees without authority and for malicious purposes.

One of the red flags that distinguishes a false communication from a legitimate DP World communication is the poor grammatical use of the English language, which is apparent in conversations with the scammers. Another red flag is the method of communication as DP World does not use commercially-available e-mail providers. No legitimate DP World communication would come from a common, publicly-available email service like Gmail, Hotmail, Yahoo Mail or Microsoft Outlook.

Further, false communications can also be identified by the tasks requested by the scammers. DP World does not request that its employees pay vendors personally, whether from their own funds or from funds provided by DP World. Likewise, DP World would never ask an employee to cash a check or money order and then make a deposit into a vendor’s account.

Contacted individuals should not respond to any communication regarding the scam, and under no circumstances should any individual deposit any checks, money orders, or other payments from the scammers into their bank accounts. If such funds are for some reason deposited, no payments should be made from those funds for at least seven (7) days after the funds are deposited to ensure the individual’s bank has accepted the check, money order, or other payment.

DP World encourages potential employees to refer to its website and its “Careers” section if they are seeking employment with DP World.

If you have any concerns about the authenticity of any correspondence or documents that purport to be issued by DP World, you should direct your concerns to DP World at HO.Recruitment@dpworld.com.

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