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.
DELIVERABLES AND REPORTING
- 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
Job Details
| Posted Date: | 2021-05-26 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Non-profit Organization |
Preferred Candidate
| Career Level: | Mid Career |
