User Support Specialist

Specialist - User Support - Global Service Centre

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future. We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer's door.

About DP World Global Service Centre

DP World's Global Service Centre (GSCs) are key enablers of growth delivering standardization, process excellence and expertise, and automation in areas of Finance, Freight Forwarding, Marine Services, Engineering and Human Resources, helping accelerate DP World's growth and business transformation. As we experience exponential growth, there has never been a more exciting time to join us. Discover your next role here and change what's possible for everyone As an equal employer that recognizes and values diversity and an inclusive culture, we empower and up-skill our people with opportunities to perform at their best. Join us and be part of an amazing team that is transforming the future of world trade.

Designation: Specialist – User Support

Base Location: Navi Mumbai

Reporting to: Assistant Manager – User Support

Key Role Responsibilities:

• Be a responsible member of the L1 Support Team.

• Responsible for handling inbound and outbound calls and emails from customers and resolving their queries.

• Responsible for coordinating with L2 support team to resolve issues faced by customers while using business applications.

• Provide end-to-end resolution to all open/unresolved user queries/grievances.

• Provide accurate, valid and complete information by using the right methods/tools like CRM.

• Conduct effective & regular training sessions for new joiners and for new customers.

• Meet personal/team targets and call handling etiquettes (FTR, AHT etc.)

• Additional Requirements for the role:

• Maintaining a positive, empathetic, and professional attitude toward customers always and responding promptly to customer enquiries

• Ensure customer satisfaction and provide professional customer support.

• Critical thinker should have efficient problem-solving & decision-making skills.

• Great interpersonal and communication skills

• Positive attitude towards work and eagerness to learn.

• Proficient phone contact handling skills and active listening

• Familiar with CRM systems and practices

• Excellent communication and presentation skills

• Ability to multi-task, prioritize and manage time effectively.

Education & Qualifications:

• Any Graduate

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.