Customer Care Specialist

About Kerry

About the role

This role centers on building relationships with high-volume clients by understanding their needs, ensuring timely delivery, resolving issues, and driving continuous improvement through feedback and performance tracking. It also involves expanding the client base, analyzing performance metrics, and staying informed on market trends to align strategies with company goals.

Work Location: Dubai, UAE
Reporting Line: Customer Care Team Lead

Key responsibilities

• Strategic Relationship Building: Develop and maintain strategic, long-term, and trust-based relationships with high-volume clients, driving organic growth and aligning with company objectives.
• Needs Analysis: Conduct in-depth research to understand and anticipate key customer wants and needs. Propose tailored solutions that address clients' requirements.
• Delivery Excellence: Oversee the timely delivery of products to key clients, working closely with internal teams to ensure smooth operations.
• Client Liaison: Act as the primary contact point for key clients, facilitating seamless communication and collaboration between clients and internal departments.
• Issue Resolution: Handle customer complaints effectively, demonstrating a commitment to resolving issues promptly and maintaining client satisfaction.
• Feedback Loop: Gather, analyze, and communicate customer feedback on service quality, technology, and product delivery. Drive continuous improvement initiatives.
• Client Expansion: Identify and source new potential clients, exploring opportunities to expand the client portfolio.
• Performance Metrics: Measure, track, and analyze key account metrics to evaluate performance and drive strategic decisions.
• Strategic Reporting: Create comprehensive reports for senior management, summarizing key account activities, performance, and strategic insights.
  Collaborate closely with the production and warehouse teams to monitor inventory levels and ensure the availability of products for timely delivery.
• Market Insights: Stay informed about industry and market trends and incorporate best practices into client strategies.

Qualifications and skills

• Preferably a Bachelor’s or master’s degree in business, relevant experience.
• Preferably have previous working experience as a Customer Services Executive for a minimum of 3 - 5 Years.
• Due to the nature of the role and the region you will support, we require someone who is fluent in Arabic.
• Proven experience in senior key account management, preferably within the food industry sector.
• Preferably have prior working knowledge in SAP & Salesforce system.
• Strong leadership and team management skills.
• Exceptional communication, negotiation abilities, strategic thinking and problem-solving capabilities.
• Results-driven mindset with a focus on achieving growth objectives.
• Strong client facing attitude with excellent communication skills (written and verbal proficiency in English is a must). 
• Ability to multi-task, prioritize, and manage time effectively.
• Industry awareness with sound knowledge of software, and usage of collaborative tools. 
• Analytical ability with presentation skills.