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VAC4216 - P&O Marinas Customer Care Executive

Division Marine
Location Dubai, U.A.E.
Department P&O Marinas - DEP
Closing Date 22-Nov-2018
About the company

P&O Marinas is a DP World company established to develop world class locations for the mooring of yachts and the hospitality of their owners, captains, guests and the residents. After the successful experience of Mina Rashid Marina (Dubai, UAE) where we offer berths for some of the world’s largest yachts, P&O Marinas extended its management and operations to four marinas in Dubai, located along the beautiful coast of Jumeirah.
Our ongoing focus is to expand beyond Dubai through the world creating lifestyle destinations for yachting enthusiasts, local residents and tourists, offering a wide range of amenities and services ranging from private and hotel accommodation, shopping centres, sailing and sports clubs to cruise terminals, for the benefit of communities and economies globally.

About the role

 Based in Dubai at Mina Rashid office and reporting to the Marketing & Customer Service Manager, the Sr. Customer Care Executive is responsible to lead the reporting staff as well as analyze customer complaints and identify root cause of its occurrence, resolve them in an efficient manner to avoid repetition in near future thereby improving and providing customers with the best and most efficient level of customer service.

Key Responsibilities
  • To address customer complaints and grievances and resolve them, ensure that similar mistakes do not occur in future by setting up effective procedures for better customer service.
  • Lead and monitor the Customer Executives and ensure that they discharge their duties as per set objectives in line with the department KPIs.
  • Analyze and identify root cause of repetitive complaints received from customers in coordination with the relevant department and agree on action plan to eliminate reoccurrence in future to provide with effective customer service.
  • Assist the Manager in developing and implementing new strategies for the department and seek consultation on general matters related to customer complaints, queries and discount as and when required.
  • Conduct monthly meetings/presentations with respective Customer Care executive & relevant department heads to discuss, review and highlight current and pending customer complaints in order to provide a feasible solution and avoid its occurrence in near future in line with the company policy and norms.
  • Ensure that the assigned departments are implementing the preventive action step discussed during the monthly meeting in order to eliminate possible cause of repetitive problems.
  • Meet and discuss with customers, potential com plaints, area of concerns, general disputes and issues related to invoicing and billing in a proactive manner every quarter and submit the minutes to management for their review and decision making.
  • To liaise with various govt. authorities and represent the company in various meetings with other BUs & external bodies, attend events as and when required and support team members by attending customer complaints in case of work load.
  • To represent the Customer Care section in modification and upgrade projects with IT department
Qualification and Experience

In order to give credible support to the organisation and be successful in this role, the ideal candidate will have the following experience, skills and qualifications:

  •   6-8 years’ experience in the field of customer service handling vast customer profiles.
  • Higher Diploma / University Graduate / bachelor’s degree in any discipline.
  • Analytical & logical thinker capable of managing budgets & resources effectively.
  • Proven ability to manage a multi-cultural team and able to work under pressure often putting in the desired number of hours for effective event management.
  • Excellent written and oral communication skills in English & Arabic (would be preferable).
  • Presentation & speech writing skills.
Remuneration and Benefits

The employment benefits package is reflective of the market and location. A competitive salary package commensurate with the successful applicant's skills and experience will be offered

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