Customer Service Assistant

ESAT; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the IT sector is seeking a Customer Service Assistant to provide technical support and customer service. The ideal candidate will have a Bachelor's degree and at least 3 years of experience in a similar role, with proficiency in ERP systems. Responsibilities include troubleshooting technical issues, maintaining customer records, and ensuring high-quality service to clients. This role requires strong problem-solving skills and effective communication abilities.

Qualifications

• Minimum of 3 years experience in customer service or technical support.
• Proficient in English communication, both verbal and written.
• Understanding of ERP concepts and functionalities.

Responsibilities

• Troubleshoot and resolve common technical issues related to ERP systems.
• Handle incoming customer queries and provide appropriate service.
• Maintain accurate CRM database by entering and updating client information.

Skills

Problem-solving

Customer service

Communication

Technical support

ERP systems knowledge

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Information Technology

Bachelor's Degree in Computer Science

Tools

CRM systems

ERP software

Job description

We are looking for Customer Service Assistant with below requirements:

Requirements:

• Bachelor s Degree in Business Administration, Information Technology/Computer Science or any related field
• Minimum of 3 years experience.
• Proven working experience in a customer service or technical support role in the IT industry.
• Familiar with ERP systems, such as SAP, Oracle, Microsoft Dynamics, or NetSuite.
• Proficiency in navigating and using ERP software to address customer inquiries, troubleshoot issues, and provide guidance.
• Excellent in English communication skills, both verbal and written, with the ability to explain technical concepts to non-technical clients effectively.
• Understanding of ERP concepts, modules, and functionalities.
• Can work under pressure.
• Strong problem-solving skills, with the ability to analyze and resolve complex technical issues.
• Exceptional customer service skills, with a friendly and professional demeanor.
• Proactive and self-motivated.
• Arabic speaker is an advantage.

Responsibilities Including but not limited to:

• Ability to actively listen to customers so they can adequately gauge and address their needs.
• Ability to troubleshoot and resolve common technical issues related to ERP systems, such as login problems, data errors, or system configurations.
• Excellent verbal communication skills to clearly share and relay information.
• Computer literacy, including knowledge of relevant software packages, such as CRM systems, etc.
• Ability to remain calm and polite when dealing with complaints or challenging clients.
• Strong problem-solving skills to determine the best possible solutions for client issues.
• Good command of the English language.
• Handling all incoming customer queries and questions.
• Providing the appropriate service and information or referring clients to another department.
• Referring problematic issues that they cannot solve to other department.
• Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information.
• Adhering to a company s policies and procedures at all times when assisting customers.
• Document and track client interactions, inquiries, resolutions and maintain accurate records.
• Continuously update and expand your knowledge of the ERP system, staying informed about new features, upgrades, and industry best practices.
• Willingness to collaborate with other team members, such as developers, consultants, or project managers, to address customer needs.
• Ability to work effectively in a team environment and contribute to the overall success of the customer service department.

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