PCFC - Client Relations Officer

About Ports, Customs and Free Zone Corporation:

The Ports, Customs and Free Zone Corporation (PCFC) was officially established in 2001, under the authority of the Dubai Government. There are a number of entities and institutions operating under its umbrella, including Port Rashid, Jebel Ali Port, Al Hamriya Port, which are managed by Dubai Ports Authority, in addition to the Department of Planning and Development - Trakhees, the Dubai Maritime Authority and the Office of the Marine Agency for Wooden Dhows, as well as the investment arm and security arm of the corporation, represented by Investment Department and Security Department.

• Record, monitor and track all client enquiries, suggestions and complaints, ensuring they are addressed accurately and within established service timelines.
• Provide direct support and guidance to clients in accordance with established policies, procedures and service standards.
• Support the handling and resolution of client complaints, coordinating with relevant internal stakeholders to ensure appropriate and satisfactory outcomes.
• Follow up on outstanding client matters and ensure that all enquiries, concerns and complaints are addressed and closed effectively.
• Collect, consolidate and analyse client feedback, ensuring that key findings and insights are communicated to management and relevant section heads.
• Prepare reports based on client feedback and survey results, highlighting service gaps, trends and opportunities for improvement.
• Maintain and update the client database, ensuring that information is accurate, complete and appropriately categorised.
• Coordinate client meetings in accordance with the approved annual visit plan, ensuring that all necessary arrangements and preparations are completed.
• Support the development and implementation of action plans arising from client feedback, ensuring timely follow-up and execution of agreed actions.
• Collaborate with relevant internal teams to monitor the implementation and progress of action plans and report on outcomes.
• Support the implementation of client-focused initiatives and contribute to the continuous improvement of client relations and service delivery.

Required (Minimum Experience): A minimum of two years’ experience in client relations, customer service or a related field.

Preferred: Experience in client relationship management, complaint resolution, client engagement or service improvement, preferably within a government, semi-government or large corporate organisation.

Required (Minimum Qualification): A bachelor’s degree in Business Administration or a related discipline.

Preferred: Relevant professional certification in Customer Service, Customer Experience, Client Relationship Management or a related field.