Executive, Customer Relations (Contracts Management Dept. - LNG)

Job description / Role

About the Job

To attend to all type of interactions related to all the company activities. Identifies customer/Supplier needs and expectations and proactively ensure that such needs are met. This includes receiving customer inquiries, complaints and providing a first-hand resolution. Forwards major issues to the concerned Business Unit for feedback and action. Tele-markets products according to businesses unit's requirements. Compiles relevant data and statistics to assist Business Units to achieve customer's trust and satisfaction in a cost-effective manner and develop an excellent and mutually beneficial customer/Supplier relationship.

Key Accountabilities
- Attends all customer/Suppliers inquiries and complaints, identifies Customer/Supplier needs and provide first level resolution to the satisfaction of the Customer/Supplier. If and when required, escalates Customer/Supplier issues to the concerned Business Unit as per the procedure and internal process to ensure feedback and action.
- Constantly follows up with Customer/Supplier within a period of 2 days regarding all the inquiries and comments. Provides all necessary assistance according to the procedures and policies of Company's commitment to provide high standard services and excellent customer satisfaction.
- Handles queries from the existing and prospective Customers/Suppliers and passes their queries to the concerned Business Unit. Follows up to ensure Customer/Supplier queries are attended to within a period of 2 days and provides appropriate feedback to the Customer/Supplier.
- Handles Customer/Supplier incoming and outgoing calls professionally and in accordance with specifications and company policies and regulations.
- Captures and constantly updates all data related to Customer/Supplier interactions in order establish an effective data management system.
- Handles all enquiries and comments and complaints related to logistics and fleet management. Cooperates in liaison between said business units and customer/supplier to ensure easy work flow.
- Handles Corporate Communication tasks that include activating gifts cards that are provided to winners on occasions and updating their information on the card and on the database.
- Handles enquiries and comments related to recruitment procedures. Sends and receives correspondences in conjunction with the recruitment department.
- Checks customer's faxes every half an hour and prints the same, the takes necessary action according to each case and as required.
- Maintains a sound and efficient filing system that includes complaints reports, smartcard enquiries and other relevant correspondences.
- Works on Saturdays and holidays for handling customer's calls and other enquiries as and when required.
- Prepares and analyses weekly/monthly reports to reveal the number of complaints received and actions taken to resolve said complaints and those pending with the concerned Business Unit. Develop remedial actions and recommendations based on information gathered in the report and inform management.
- Communicates with the different internal Business Units to establish an integrated customer-facing, front-end Customer Service Data Management System.
- Compiles relevant data, such as buying habits, preferences, trends, etc. about customers/suppliers that would assist the Business Units to develop products, business and processes according to the customer's needs.
- Cooperates with Business units to reach customers through designed campaigns, distributed literature, participation in community events and publicity reflecting Adnoc Distribution's reputation, experience and capabilities to promote sales.
- Performs other related duties as may designed from time to time by the team manager.

Requirements

Minimum Requirements
- Diploma in Marketing or Public Relations, Bachelor Degree preferred.
- At least 3 years job related experience in similar environment and industry.
- Good knowledge of both written/oral in English and Arabic is a must.
- Excellent communication and interpersonal skills are essential.
- Working knowledge and computer skills is must.

About the Company

We are one of the world's leading energy producers, and a primary catalyst for Abu Dhabi’s growth and diversification.

We operate across the entire hydrocarbon value chain, through a network of fully-integrated businesses, with interests that range from exploration, production, storage, refining and distribution, to the development of a wide-range of petrochemical products.

Since 1971, we have created thousands of jobs, driven the growth of a diverse knowledge-based economy, and played a key role in Abu Dhabi’s global emergence.

Today, we continue to look for new and innovative ways to maximize the value of our resources, pioneering those approaches and technologies that will ensure we are able to meet the demands of an ever-changing energy market, and continue to have a positive impact on the Abu Dhabi economy for generations to come.