To supervise and lead the reporting staff as well as analyze customer complaints and identify root cause of its occurrence, resolve them in an efficient manner to avoid repetition in near future thereby improving and providing customers with the best and most efficient level of customer service. The job holder will also be responsible to improve all the processes between DP World and the customers through optimal use of technology (E-services, CRM, Workflow Management etc...) and ensure all DP World E-Services provided via Dubai Trade are meeting the customer needs and requirements