Customer Focus Officer

About the role

The Customer Focus Officer will act as the primary liaison between JORAMCO and its clients, ensuring that all customer interactions meet the highest standards of service. This role requires proactive management of requests, swift resolution of issues, and continuous improvement of the customer experience within the aviation environment.

Key responsibilities

• Serve as the main point of contact for day‑to‑day customer interactions and operational queries.
• Coordinate with internal departments to resolve pending topics and guarantee timely service delivery.
• Prepare and manage pre‑arrival and departure formalities, including project templates, catering, parking, and refueling orders.
• Monitor customer requirements 24/7 and maintain accurate correspondence records.
• Schedule regular meetings with customers and relevant stakeholders.
• Handle complaints, escalate issues when necessary, and lead problem‑solving efforts.
• Conduct client satisfaction surveys and implement service improvements.

Required profile

• Bachelor's degree in Business Administration, Marketing, Communications, Customer Service Management or a related field.
• 2–4 years of experience in customer service, experience management or related roles; aviation experience is a plus.
• Fluent in English and Arabic, with strong written and verbal communication skills.
• Customer‑centric mindset, high professionalism, and strong attention to detail.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.
• Proficiency in Microsoft Outlook.