Customer Service Representative

Job Summary:

The Customer Service Representative plays a critical role in ensuring effective communication and compliance with the Department of Municipalities and Transport (DMT). This role involves handling picture reports, responding to all DMT requirements, and coordinating between internal teams and external stakeholders to ensure compliance with regulations and service quality expectations. The CSR will also be responsible for maintaining accurate records, responding to inquiries, and assisting with documentation required for audits and inspections.

Key Responsibilities:

Picture Report Management:

• Capture, collect, and organize images related to fieldwork, inspections, and service activities.
• Prepare structured and comprehensive picture reports to document work progress and compliance.
• Ensure that all pictures meet DMT's required standards, including clarity, timestamps, and geolocation data.
• Maintain a digital archive of reports for easy access and retrieval.

Responding to DMT Requirements:

• Monitor and track all communication from DMT to ensure timely responses.
• Prepare professional and compliant responses to inquiries, requests, and notices issued by DMT.
• Coordinate with internal teams to collect data, images, and reports needed to fulfill DMT requests.
• Ensure that all submissions are accurate, complete, and submitted within the required timeframes.

Customer Interaction & Complaint Resolution:

• Act as the primary point of contact for all customer and regulatory inquiries related to DMT.
• Handle complaints, concerns, and feedback professionally and in compliance with company policies.
• Escalate unresolved issues to the appropriate departments while maintaining communication with stakeholders.
• Provide timely updates to customers and DMT officials regarding the status of their concerns.

Compliance & Documentation:

• Maintain compliance with DMT regulations and municipal policies by ensuring all procedures are followed correctly.
• Assist in preparing and submitting compliance documentation required for inspections and audits.
• Keep up-to-date with any changes in DMT regulations and implement necessary updates to workflows.

Coordination with Internal Departments:

• Work closely with the Operations, Quality Control, and Procurement teams to obtain necessary documents, images, and reports.
• Schedule and coordinate field visits with operational teams to capture required photographic evidence.
• Ensure that all stakeholders are informed of compliance requirements and deadlines.

Report Analysis & Data Management:

• Analyze and interpret data from picture reports to identify trends, issues, and areas of improvement.
• Prepare summary reports and presentations for management and external stakeholders.
• Use digital tools and software to enhance the reporting process and improve efficiency.

Training & Process Improvement:

• Provide training to internal teams on best practices for capturing and submitting picture reports.
• Identify areas for improvement in the reporting and compliance process and suggest innovative solutions.
• Assist in developing standard operating procedures (SOPs) to streamline communication with DMT.

Required Skills & Qualifications:

Educational Background:

• Bachelors degree in Business Administration, Customer Service, Public Administration, Communications, or a related field.
• Additional certifications in customer service, compliance, or municipal regulations are a plus.

Professional Experience:

• Minimum 2-4 years of experience in a customer service or compliance role.
• Experience working with government entities, municipalities, or regulatory bodies is highly preferred.
• Prior experience handling reporting, documentation, and digital records management is an advantage.

Technical & Soft Skills:

• Strong verbal and written communication skills in English (Arabic is an advantage).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using CRM systems, reporting tools, and digital documentation platforms.
• Ability to work under pressure and manage multiple priorities and deadlines.
• Excellent problem-solving and critical-thinking abilities.
• Strong attention to detail and organizational skills.
• Ability to collaborate effectively with cross-functional teams.

Key Performance Indicators (KPIs):

• Response Time to DMT Requests: Ensuring all queries and document requests are addressed within the required timeframe.
• Accuracy of Reports: Ensuring all picture reports are clear, well-organized, and compliant with DMT standards.
• Customer Satisfaction Ratings: Maintaining high levels of satisfaction in handling inquiries and complaints.
• Regulatory Compliance Rate: Ensuring all reports and documentation meet the compliance standards of DMT.
• Efficiency in Data Management: Organizing and maintaining reports for easy retrieval and analysis.

Work Environment & Schedule:

• Office-based role with occasional field visits for on-site inspections.
• Standard working hours, with flexibility required for urgent DMT requests or audits.
• Interaction with multiple stakeholders, including customers, regulatory authorities, and internal teams.