Customer Service Representative

Confidential Company; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Service Representative to manage customer orders and satisfaction effectively. The CSR will facilitate communication among various departments while maintaining high-quality service standards. Ideal candidates should possess a Bachelor's degree and strong customer service skills, coupled with a proactive approach to problem-solving.

Qualifications

• Bachelor's degree in Business or Science preferred.
• Experience in a business environment is a plus.
• Ability to adapt to and learn new software.

Responsibilities

• Process orders accurately and promptly, maintaining customer satisfaction.
• Build and maintain business relationships with customers.
• Resolve customer inquiries and issues efficiently.

Skills

Customer service skills

Troubleshooting skills

Communication

Relationship building

Adaptability

Education

University Bachelor's degree (Business or Science preferred)

Tools

MS Word

Excel

Email

Job description

The CSR ensures that existing customer orders are entered, invoiced and shipped on time and potential concerns addressed. The CSR stays in touch with Sales, Production, Quality Assurance, Tech Service and Logistics during the order cycle to keep aware of issues that contribute to a customer’s satisfaction. He/she uses good judgement on how to present an issue to the customer, while acting in the company’s benefit. The CSR is a very important part of the Commercial team which works together to meet Sales objectives. CSR follows the order pattern of customers and continuously communicate with related commercial and/or customer itself

Key Accountabilities

Provide high quality service to customers.

· Fast and accurate processing of orders, communication, and coordination with other departments.

· Function as initial point-of-contact for general customer inquiries pertaining to pricing, product literature, order scheduling, inventory, issue resolution, etc.

· Build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty and enhance company credibility.

· Act promptly when problems arise. Get back to customers to communicate plan of action to rectify problems.

Maintain High knowledge of company’s products.

· Have deep knowledge of the company’s product specifications and applications of use.

· Update customer and product databases.

· Assist in new product introductions and campaigns.

Utilize Systems for Order Handling and record keeping.

· Keep track of customer complaints and tabulate these by product, by type of customer, and by market.

· Show exceptional technical skills and experience in utilizing company ERP, CRM and IT systems specific to situational analysis, order processing, order tracking, and invoicing.

· Provide detailed reports, maintain records, and perform work processing assignments related to clerical duties for internal and external customers.

Participate on Regional Sales Team(s)

· Ensure customer focuses in planning and issues management.

· Participate in daily plant scheduling meetings and other periodic meetings involving plant performance, safety, quality, and material management.

· Communication internally with all departments of the company.

Communication & Working Relationship

Internal:

· Continuous interaction with the RSM’s, TSR’s and Logistics to ensure customer issues are known by the sales team.

· Participate in coordination meetings among sales team participants and operations, QC/QA, and Lab in discussions to resolve issues. Customer service reports facts as received by the customer.

· Backup others on the customer service team.

External:

· Interact with customers to understand better their problems and complaints they may have with Company’s products and services. This is an ongoing process.

· Potential customers’ cold calls introductions/support of the sales team.

· Freedom given to communicate with whomever inside the organization needs to know of specific customer problems.

· Freedom is given to represent the company to customers on processing orders, product inquiries, and complaint resolution.

Qualifications, Experience, and Skills

Minimum Qualifications

· University Bachelors’ degree (Business or Science preferred).

· Arabic language will be an asset.

· University education, vacation work experience in a business environment preferred.

Job-Specific Skills

· Customer service and troubleshooting skills.

· Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required.

· Ability to respond and adapt quickly in a dynamic and changing environment.

· Able to build and maintain lasting relationships with corporate departments, key business partners, and customers.

· Able to effectively communicate both verbally and in writing.

· Ability to adapt to and learn new software

· Computer literate, including effective working skills in MS Word, Excel, and e-mail.

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