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    Dubai Multi Commodities Centre (DMCC)

    Government Sector
    United Arab Emirates - Dubai
    Employer (Public Sector)
    100-499 Employees
    Year Founded:


    The Dubai Multi Commodities Centre (DMCC), a strategic initiative of the Government of Dubai, was established in 2002 with a mandate to provide the physical, market and financial infrastructure required to set up a commodities market place in Dubai, spanning a wide range of commodities industries.

    The main commodity divisions within DMCC are Gold, Diamond, Pearls, Tea and Cotton, and DMCC has initiated several joint venture companies to facilitate these commodities. Other commodities are also serviced within DMCC, and businesses with activities not related to commodities also take advantage of setting up at the JLT free zone.

    DMCC members are offered highly attractive benefits under a free zone status including a secure regulated environment. As the first sector-specific UAE free zone authority to offer freehold business premises, DMCC has implemented a dedicated compliance policy in the organisation, which is in line with the compliance related laws and regulations of the UAE Federal Government and competent international bodies.


    Responsible for handling all member enquiries and counter service requests ensuring an effective and efficient delivery of Free Zone services. The role also attends to, assists, and educates the clients about the service requirements to ensure they are properly informed. Key area of responsibility: Communicates efficiently and professionally with Free Zone counter clients, educating them on the relevant requirements for all types of services provided Receives and verifies all information required to proceed with member services including license renewal, company and license amendments, visa applications and cancellations, employee card services, certificates of authorization, employment contract for sponsored employees, bank guarantee, employee insurance, and updates client applications, & letter requests. Initiates contact with Free Zone members when required to update them on their pending status and request any further information Addresses all client requests and queries in a prompt and efficient manner Assists clients registering / applying for Free Zone services Online on Dubai Trade Portal. Enters all relevant data onto the system and updates the Oracle system to enable clients to track their visa application status (Close/ update SR) Reviews and verifies member’s Workmen Compensation Policies and issues the NOC accordingly.
    Job Role: Customer Service Company Industry: Government Sector Career Level: Mid Career
    This role is responsible for responding to incoming calls from new and existing clients addressing their queries and concerns, providing information on Free Zone products and services as well as troubleshooting problems and handling complaints. Moreover this position is responsible for implementing the out bound call programs in support of the business and assisting the contact centre team leader of the assigned- delegated tasks. Job Responsibilities: Client Services Responds to client calls professionally, appropriately addressing client inquiries and complaints, ensuring their performance targets are met Strives to handle and resolve client complaints regarding Free Zone products and services and identify priority situations that need to be escalated to the Manager Contact Centre Obtains all relevant data in order to provide Free Zone clients with accurate up to date service and product information as well as correctly address inquires and complaints Ensures client calls are routed where appropriate to Key Accounts or Client relations personnel Follows up on client calls where required to ensure quality customer service is delivered Conducts outbound call programs in support on the business, as directed by the Contact Centre Manager  Completes call logs and call reports as necessary and updates them in the database Updates the client database in Oracle, recording client details, comments, inquiries, complaints, and actions taken Delegated Tasks Assists the contact centre agents in addressing customer escalations and promoting a service oriented work environment Ensures the quality of service delivery by contact centre agents and performing the necessary quality management checks (call monitoring) Compiles weekly and monthly management reports Trains, assists, coaches and develops the contact centre agents to ensure the delivery of the highest standards of customer service and maximize individual/team potential
    Job Role: Customer Service Company Industry: Government Sector Career Level: Mid Career
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