Senior Customer Service Officer (Fleet Centre) SC 10

Job Description

JOB PURPOSEServing as the trusted nexus between customers from over 80 countries and the Fleet Centre, the Senior Customer Service Officer is the client-facing ambassador for the daily operations of the Fleet Centre. She/he also plays a pivotal role in ensuring that the field needs (including in emergencies) are thoroughly understood and analyzed by the entire Customer Service Team, and that optimum, fit-for-purpose vehicle and fleet management solutions are identified at the most efficient rates.Under the direct supervision of Head of Customer Service and Funds Management, the incumbent, who will also act as the Officer-In-Charge in the absence of the supervisor, will be required to perform the below major functions.?Job Title:?Senior Customer Service Officer (Fleet Centre)??Level:?SC 10?Salary:?Starting from AED 34,123.95 per month (inclusive of pension), plus medical insurance and other entitlements.?Duration of Employment:?12 months with possibility of extension?KEY ACCOUNTABILITIES (not all-inclusive)

• Lead and stand accountable for the performance of the Customer Service team (Orders & Dispatches, Shipment, Vehicle Asset Management and Stock Management).
• Develop and lead implementation of the Customer Service and Client Engagement strategy and KPIs, ensuring alignment with Fleet Centre?s mission of enabling Effective, Safe, and Efficient customer fleets.
• Train, guide and direct the team towards achieving operational and Organizational goals in both short and long term, ensuring team members? mastery of skills in communication, problem solving and professional etiquette.
• Forge and foster professional, effective liaisons externally and internally: with the Customers both within WFP family and the broader UN System, with major suppliers and partners, with Regional Bureaux and other HQ divisions, and within Fleet Centre.
• Represent Fleet Centre in contract negotiations with potential new clients, as required; make presentations to UN fora (e.g. UN Fleet Group; Fleet Forum), as required.
• Contribute to the Risk Review Process for Fleet Centre; identify risks, propose mitigation measures and stand accountable for implementing them. Contribute to the Budgeting Process for Fleet Centre, especially for Capital Budgeting for Vehicles, leasing revenues, etc.
• Continuously monitor that Fleet Centre Portal adequately serves as an effective and efficient platform for client communications and transactions; conceptualize and propose to the Supervisor improvements in the Portal.
• Develop, review and update Standard Operating Procedures and other guidance; organize Webinars to introduce new procedures, systems and initiatives; provide training as required.
• Establish standard reports for Customer Service; analyse data; prepare periodic & ad hoc reports
• Other as required.?

• Strategies & processes in place to ensure high customer satisfaction level and met KPIs
• Reports established and submitted on a timely basis
• Standard Operating Procedures in place and adhered to
• Vehicle Stock Management optimized to meet regular and emergency needs
• Timely Capital Budget preparation (for vehicles) & capital asset reconciliation reporting
• Customer Service Process Risk Management Plan in place and implemented

Keyskills :