Assistant Service Manager

Guildhall; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Guildhall is seeking an Assistant Service Manager to enhance after-sales service operations for a leading Global Electronics/Home appliance business in Dubai. Candidates should have strong customer service skills and a team-oriented mindset to improve service efficiency and support customer satisfaction across various operations.

Qualifications

• 1-3 years of customer service experience preferred.
• Experience in service process management is a plus.
• Basic technical knowledge to assist in troubleshooting.

Responsibilities

• Support after-sales service operations and manage service teams.
• Conduct follow-up calls and analyze service data for improvements.
• Maintain service contracts and prepare performance reports.

Skills

Communication

Problem-Solving

Organization

Multitasking

Tools

CRM Systems

Office Software

Job description

Guildhall is partnering with a leading Global Electronics/Home appliance business to hire an Assistant Service Manager to join their team in Dubai! The ideal candidate will be responsible for supporting after-sales service operations, ensuring high-quality customer support, managing service teams, and improving overall service efficiency. Customer Service Support • Respond to customer calls and messages, addressing common inquiries and escalating complex issues as needed. • Record customer complaints, assist in investigations, track resolution progress, and provide feedback to customers. • Conduct follow-up calls and surveys to gather customer feedback and submit reports for service improvement. Service Process Assistance • Manage order entry, review, and tracking to ensure efficient service operations. • Coordinate service arrangements and assist in staff task planning and resource allocation. • Analyze service processes and suggest improvements to enhance efficiency and customer satisfaction. Service Network Management • Follow up on work orders assigned to service providers, resolving issues and ensuring timely service delivery. • Collect feedback on service performance and report to the manager, assisting in finding effective solutions. Spare Parts Management & Scheduling • Maintain and update inventory records, ensuring data accuracy and proper stock management. • Schedule spare parts based on service orders to prevent shortages or excess inventory. • Conduct regular inventory checks and manage expired or damaged parts accordingly. Document & Data Management • Maintain service contracts, reports, and essential documentation in an organized manner. • Analyze service data and generate reports to support decision-making and operational improvements. • Prepare and submit weekly and monthly reports on service performance and key metrics. Administrative & Additional Responsibilities • Handle administrative tasks such as office supply procurement and basic office management. • Assist in key service projects, supporting project execution and coordination. • Conduct ad-hoc research, service visits, and other tasks as assigned by the management.

Professional Skills • Office Software Proficiency: Expertise in Excel, Word, and PowerPoint for data analysis and reporting. • Customer Service System Operation: Familiarity with CRM systems for efficient service tracking and customer management. • Basic Technical Knowledge: Understanding of product/service technical principles to assist in troubleshooting and support. Work Experience • Customer Service Experience (Preferred): 1-3 years of experience in a customer service or related field. • Service Process Management Experience: Prior experience in service process optimization, order management, or resource allocation is a plus. Personal Abilities • Strong communication and interpersonal skills to engage effectively with customers and service teams. • Excellent organizational and multitasking abilities to handle multiple service operations efficiently. • Problem-solving mindset to analyze issues and implement effective solutions. • Team-oriented approach with the ability to collaborate across departments. Other Requirements • Proactive work attitude with a focus on service excellence. • Strong professional ethics and commitment to customer satisfaction. • Willingness to work overtime and travel when required to support service operations.