Customer Service Representative
Job Location : Dubai, United Arab Emirates
Key responsibilities:
• Answer customer calls and inquiries, including attending to walk-in customers, effectively and efficiently.
• Handle walk-in customers when assigned, attending to all requests, and providing any required spare parts.
• Assist in scheduling appointments for service technicians to visit customers for service calls.
• Enter and update customer information in the system based on technician reports and customer calls.
• Receive and inspect technician work record sheets for accuracy and ensure that assigned work has been carried out.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as needed.
• Document all call information according to standard operating procedures.
• Follow up on customer calls where necessary.
• Complete call logs and reports.
• Perform other duties as assigned.
• Support strategic plans set by higher management and report resource needs and shortages to ensure project continuity.
• Provide updates on goal progress, aligning with team and corporate objectives.
• Work cooperatively with colleagues to achieve team objectives and foster a supportive work environment.
Minimum Experience and Knowledge:
• Minimum of 2-3 years of experience in Customer Service or a similar role.
• Proven experience in a customer service role, preferably in a retail environment.
• High school diploma or equivalent; a degree in Business, Marketing, or a related field is a plus.
• Proficiency in using CRM systems, customer service software, and databases.