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Customer Relations Assistant

2 weeks ago

UAE, United Arab Emirates DP World Full time

**Job Purpose**

The role is to ensure that all DP World guests and VIP visitors to Corporate Head Office as well as callers to the reception, are provided with prompt assistance and cordial attention. Customer services includes support to internal customers in addition to assisting the Senior CSA in overseeing the Office Assistants’ operational activities to ensure that services are provided up to the company’s expectation.

This role is also to coordinate and handle various administrative tasks including but not limited to office stationery and grocery administration to support smooth office operations. The front desk is a sensitive post that reflects the first image of DPW Head Office.

**Key Accountabilities**

  • Build relationships with internal and external customers towards the efficiency of the reception area.
  • Maintain accurate records of discussions or correspondence with Customers.
  • Monitor the work of maintenance and housekeeping to ensure all the maintenance is completed on request and no pending orders - maintenance occurring in reception, conference rooms, corridors, washrooms. Inform the relevant departments as required.
  • Closely liaise with service providers to tackle any issues and escalate as needed to manager.
  • Monitor the office supply and the monthly orders, expenses, usages and analysing the expenses periodically.
  • Track of all inventories related to office groceries, stationery and equipment. Conduct asset verification for pantry equipment and printer equipment.
  • Ensure the availability and suitability of options for new purchases is examined and determined; calculating and comparing costs for required goods or services to achieve maximum value for expense.
  • Assist in Office Assistants duties on day-to-day basis.
  • In the absence of Sr. CSA, take over supervision duties for Office Assistance such as setting daily goals, clarifying expectations, and providing frequent guideline and feedback for an effective performance.

**General Reception Duties**

  • Greet and welcome visitors and VIP guests offering information and assistance.
  • Answer incoming calls promptly, courteously and in a professional way.
  • Assist in organising transfers for visitors if required and re-confirm booking of conference room etc.
  • Anticipate the need for taxis and follow up in order to avoid delays
  • Receive couriers and mails and dispatch them accordingly
  • Maintain cleanliness in the reception area and lobby at all times
  • Be aware of local emergency and other business units telephone numbers
  • Assist visitors who require assistance with the business centre. Provide walk in guests with guidance and information of the company
  • Update the telephone directory and listing for head office staff
  • Assist the department with administrative and clerical support as required
  • Be prompt and punctual in performing duties and maintain appropriate standards of conduct and professional appearance.
  • Awareness, adherence and implementation of company policies and procedures.
  • Maintain all department information confidential and secure.
  • Respond to work requests from department staff in a timely and accurate manner. Perform data collection, analysis and reporting to support Manager for decision making purposes.
  • Draft letters, correspondence, memos, charts, documents, tables, graphs, and plans as requested.
  • Maintain positive working relationships with department staff and customers.
  • Promote and demonstrate positive behaviours in harmony with DP World’s Principles, values and culture
  • Ensure that the highest levels of safety are applied in all activities.
  • Understand and adhere to DP World’s Code of Conduct and Ethics policies
  • Perform other related duties as assigned

**Qualifications, Experience and Skills**

  • Diploma or High School Certificate
  • 2-3 years’ experience in handling Front desk/ Customers or other related function
  • Excellent communication skills (verbal and written)
  • Strong customer service orientation and excellent interpersonal skills
  • Ability to priorities and multitask
  • Discretion and confidential approach
  • Ability to work alone as well as within a team environment
  • Ability to effectively manage workload and time in order to meet constantly changing demands of the job
  • Strong attention to detail and follow-up skills

Cultural awareness and sensitivities to deal with varied nationalities and cultures