Officer – Passengers Transit Activities Performance

The Taxi Sector Administration Coordinator plays a vital role in supporting the operations, planning, and service quality efforts of the taxi sector. This role requires coordinating field visit observations, responding to customer feedback, implementing corrective actions, and maintaining communication with franchise companies. The Coordinator is instrumental in maintaining high service standards through analytical evaluation, process improvements, and participation in cross-functional initiatives.

Key Responsibilities

• Respond to customer complaints, requests, and suggestions via the CRM system.
• Analyze complaints and develop corrective actions with relevant departments.
• Coordinate and follow up on field visit observations by authorities.
• Track and report on the conversion plan for zero-emission vehicles.
• Coordinate events and initiatives with franchise companies (e.g., national celebrations, holiday events).
• Issue and update fuel price calculation circulars in line with applicable procedures.
• Update taxi sector content on the RTA IDOS website.
• Review and analyze results from:
  • Customer satisfaction surveys
  • Mystery shopper reports
  • Taxi driver happiness surveys
• Implement and monitor corrective actions through platforms like Knowledge Track and Archer.
• Communicate regularly with franchise companies to assess needs, gather feedback, and enhance services.
• Participate in Customer Council meetings and contribute to improvement plans based on customer dialogue and feedback.
• Assist in documenting and updating taxi sector processes and workflows.
• Draft and respond to official correspondence related to the taxi sector.
• Prepare reports on FICI customer needs, coordinating relevant corrective actions.

Qualifications

• Higher Diploma, Diploma, or General Secondary in Business Administration or a related field.

• 0–2 years of work experience in administrative or customer service-related roles.

Skills & Competencies

• Strong analytical thinking and problem-solving abilities.
• Excellent written and verbal communication skills in Arabic and English.
• High proficiency in Microsoft Office and other administrative software tools.
• Effective time management and ability to juggle multiple tasks simultaneously.
• Collaborative team player with a customer-focused approach.
• Skilled in stakeholder coordination and cross-departmental communication.
• Flexible and adaptable to fast-paced environments.