Officer - Client Happiness

Job DescriptionAbout UsDMCC is a government entity established in 2002 to enhance commodity trade flows through Dubai. We perform a range of roles which continue to position Dubai as the preferred destination for global commodities trade and DMCC as the world’s No.1 Free Zone.Company Profile:DMCC is a center of global trade. Headquartered in Dubai, DMCC is the world’s most interconnected Free Zone, home to over 22,000 member companies and the leading trade and enterprise hub for commodities. Whether developing vibrant neighborhoods with world-class property like Jumeirah Lakes Towers and the much-anticipated Uptown Dubai, or delivering high performance business services, DMCC provides everything its dynamic community needs to live, work, and thrive. Made for Trade, DMCC is proud to sustain and grow Dubai’s position as the place to be for global trade today and long into the future.Role Summary:Reporting to the Senior Executive – Business Setup Operations, this role will be responsible for the first interaction with all leads coming from all channels (web, walk ins, cases, emails, and consultants) to ensure each and every lead is promptly entered into the system, verified and assigned to the Business Setup Executives.The Client Happiness Office is also responsible for assisting in the operations of New Clients Registration Centre, handling the reception, ensuring that all clients are attended to in due time and that feedback is captured from all visiting clients and reported to the Sr. Executive. The Officer is also expected to welcome clients in a professional manner, collect data if required to pass on the Business Setup Executive, provide the necessary documents for the newly licensed companies, attend to clients, and provide brief information about company setup and assist with the online creation of walk-in leads.Moreover, this role will have the main responsibility of participating in internal projects and workshops related to DMCC’s lead2license process, procedures, requirements, system, content, and collaterals. The Officer will be the main contact between the Marketing and Business Setup functions to maintain up to date collaterals and monitor lead flow through all lead channels.Responsibilities:Meet and greet all walk-in clients with a professional informed and positive manor & immediately contact the assigned Executive to meet with the client if needed & ensure the client is served with any refreshment if needed through the assistants of the office boy. Provide first point of contact for leads coming as walk-ins. Communicate professionally and efficiently with all leads and clients. Answer all incoming calls within a specified time with a professional informed & positive manor and prepared with specific set of questions to asses all leads. Answer all cases submitted through different channels inquiring about setting up a company. Answering & attending all inquiries submitted to the general setup email & mainly our multipliers & consultants Ensure that a regular and structured surveying of clients is performed to capture the satisfaction level and report feedback to the Sr Executive Ensure that a regular and structure callouts (follow-up) are performed efficiently to capture feedback of the leads, opportunities and applications (SRs) as required and report back to the Sr. Executive (as per the set KPI) Assist in enhancing all system features related to company set up for smoother process flow and improved client experience. Prepare daily, monthly, and year-end reports related to walk-in clients, appointments, & other visits to the business setup area (Client Registration Centre). Promptly report and discuss with the Sr Exec any issues faced in relation to the client’s requests, waiting time, and handled by the Executive. Monitoring of our client waiting area to achieve best standards and improve customer experience (elements include comfort, availability of collateral, staff attitude, waiting time) Review and participate in updating collateral (e.g. templates, forms, brochures, and flyers) related to company set up. Support the Business Setup team in all administration and logistical tasks related to the sales process such as mail services, flyers, brochures, handling of documents & booking of meeting rooms. Qualifications: Bachelor’s degree in business administration or a relevant field is preferred 1+ years’ experience in a similar capacity or similar industry. Fresh graduates with exposure to customer service and business administration will also be considered. Proficient in office administrationAbility to learn new software applications. Salesforce knowledge is an advantage The successful candidate will enjoy the following:Working at the world’s best Free Zone with highly motivated colleaguesA very diverse workforce from all around the globeWell-being initiatives all over the yearMarket competitive basic salaryHousing allowanceTransportation allowanceNational AllowanceAnnual flight allowanceOther alternative family benefitsPension SchemeDiscretionary bonus schemesGenerous annual leaveMedical and life insurance coverFree covered parkingRetail discounts with over 450 outlets across JLT. About UsDMCC is a government entity established in 2002 to enhance commodity trade flows through Dubai. We perform a range of roles which continue to position Dubai as the preferred destination for global commodities trade and DMCC as the world’s No.1 Free Zone.