Customer Service Representative

Safran Aerosystems Services; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance customer satisfaction through efficient order processing and support. In this dynamic role, you will engage with customers via various channels, swiftly addressing inquiries and resolving issues. You'll collaborate with multiple departments to ensure seamless operations while adhering to company policies and health regulations. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, this is the perfect opportunity to make a significant impact in a growing organization.

Qualifications

• Customer-oriented and organized with a focus on quality and efficiency.
• Strong communication skills and ability to work under pressure.

Responsibilities

• Handle incoming customer requests via multiple channels to resolve issues.
• Process customer spare parts orders and maintain accurate documentation.

Skills

Customer Service

Order Processing

Problem Solving

Communication

Time Management

Tools

M3

SAP

ERP Applications

CRM Applications

Job description

Job Description

The Customer Service Representative is responsible for ensuring timely and accurate order processing, responding to customer requests, managing and tracking approved quotes, orders, and billing, and resolving order issues with support from Customer Support, Operations, and Program Management at the OEM. This role reports directly to the Safran Cabin Front Office Middle East supervisor.

1. Handle incoming requests from customers via phone, email, fax, and walk-ins to resolve issues promptly and accurately.
2. Answer customer questions regarding products, services, operation, or maintenance.
3. Learn and apply company procedures, product knowledge, and services.
4. Process customer spare parts orders promptly and accurately, including EDI, entry, follow-up, invoicing, inventory, and delivery status.
5. Proactively contribute to resolving customer complaints.
6. Assess customer inquiries by gathering information, fulfilling needs, updating databases, etc.
7. Maintain knowledge of M3 and SAP order processes.
8. Respond to inquiries about pricing, availability, and PMA.
9. Participate in cross-functional planning initiatives.
10. Collaborate across departments to support daily operations.
11. Balance company policies with customer benefits in decision-making.
12. Gather information for metrics reporting.
13. Educate customers on product lines and specifications.
14. Complete necessary documentation accurately.
15. Support team members as needed.
16. Monitor and report on the use of company resources.
17. Adhere to health and safety regulations.
18. Perform other duties and projects as assigned efficiently.
19. Communicate solutions, successes, and opportunities to the Front Office supervisor.

Job Requirements

Customer-oriented, organized, quality-driven, efficient, good communicator under pressure, team player, familiar with ERP and CRM applications is preferred.