Customer Service Representative

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

Job summary

A leading construction innovation firm in Dubai seeks a Customer Service Representative to deliver exceptional support. The role involves managing customer interactions, resolving complaints, and ensuring accurate data management using SAP. Ideal candidates will hold a Bachelor's degree, possess 2-3 years of customer service experience, and have strong communication and problem-solving skills. The company values growth, inclusivity, and work-life balance, offering competitive salary and career advancement opportunities.

Benefits

Competitive salary

Industry-leading bonus structure

Fast-track career growth

Strong work-life balance

Qualifications

• 2-3 years of customer service experience in a fast-paced environment.
• Strong computer skills, ideally in SAP and CRM systems.
• Excellent telephone manner and commitment to customer satisfaction.

Responsibilities

• Manage all customer contacts via email, chat, and voice.
• Handle customer complaints aiming for First Contact Resolution.
• Ensure accuracy in entering and maintaining customer data in SAP.

Skills

Customer service experience

Problem-solving skills

Communication skills

Team-oriented mindset

Proficiency in English

Education

Bachelor’s Degree

Tools

SAP

CRM systems

Genesys

Job description

Make construction better

As part of the customer service team for Hilti Emirates, the Customer Service Representative is responsible for delivering exceptional customer service through efficient communication, proactive problem‑solving, and accurate data management. The role contributes to Hilti's commitment to providing seamless and high‑quality support to its customers.

What You'll do

• Customer Interaction: Manage all customer contacts (inbound and outbound via email, chat, and voice) with professionalism to address inquiries about products, applications, pricing, stock availability, and delivery status.
• Serve as the primary liaison between customers and field personnel, ensuring effective communication.
• Complaint Resolution: Actively handle customer complaints and strive for First Contact Resolution.
• Data Management: Ensure 100% accuracy and completeness when entering and maintaining customer master data in the SAP system, including accounts, project locations, and contact details.
• Sales Channel Promotion: Promote alternative sales channels to customers, driving the adoption of Hilti’s Multi‑Channel System.
• Field Support: Provide timely and detailed communication to field‑based personnel, including sales leads, customer contact details, and site visit arrangements.
• Cross‑Department Collaboration: Act as a central point of contact, interfacing with Technical Salespersons, Key Account Managers, Technical Support, Hilti Centres, After‑Market Service, Credit Services, Logistics, Product Management, and courier services to ensure seamless customer support.
• Manage administrative tasks, such as handling account holds, back orders, steering orders, and certificate creation.
• Contribute to improving sales productivity, quality, and overall efficiency.

What You’ll Bring

• Bachelor’s Degree
• 2‑3 years of customer service experience in a fast‑paced environment
• Proficiency in English (additional languages, such as Arabic, are a plus)
• Strong computer skills ideally in SAP, Genesys, and CRM systems (intermediate to advanced)
• Excellent telephone manner
• High commitment to customer satisfaction and continuous improvement
• Self‑motivated, energetic, and adaptable to changing priorities
• Strong problem‑solving skills, with the ability to handle complaints effectively and professionally
• Team‑oriented mindset with a customer‑focused approach and a willingness to explore personal growth potential
• Experience or knowledge of LEAN principles and methodologies is a plus

What’s In It for You

At Hilti, you’ll be part of something truly special – a place where you can grow, be inspired every day, and feel surrounded by colleagues who support you. Here, your hard work is always recognized, and your results are rewarded.

• Competitive salary and industry‑leading bonus structure
• A strong emphasis on work‑life balance and well‑being, ensuring you have the space to thrive both personally and professionally
• Fast‑track career growth – promotion opportunities based on performance
• A global brand with a local heart

Why Hilti

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

Commitment to Inclusion

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.