Customer Service Representative- Emiratisation

Transguard Group; Dubai; On-site; AED 45,000 - 60,000; Full time

Job summary

A leading company in Dubai is seeking a Customer Service Representative to join their dynamic team. This role focuses on delivering exceptional customer service, managing inquiries, and ensuring customer satisfaction through efficient communication. The ideal candidate will have strong communication skills and a commitment to providing first-contact solutions.

Qualifications

• Exceptional level of customer service required.
• Ability to manage customer complaints effectively.

Responsibilities

• Process customer contacts efficiently via multiple channels.
• Manage customer complaints and provide solutions.
• Ensure accuracy in Customer Master Data entry.

Skills

Customer Service

Communication

Job description

Transguard Group was established in 2001 and has diversified significantly. We lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees. We are currently recruiting for a Customer Service Representative - Emiratisation for our trusted client, based in their Dubai office.

Purpose

The Customer Service Representative is part of the customer service team and is responsible for offering an exceptional level of service. Your role involves delivering support and ensuring customer satisfaction through efficient and professional interactions.

Responsibilities

1. Process all contacts (inbound and outbound - email, fax, chat, and voice) from customers efficiently and professionally to address product and application questions, pricing inquiries, stock availability, delivery status, and updating field personnel as per communication policy.
2. Actively manage customer complaints and provide First Contact Solutions whenever possible. Follow up on open tasks daily to ensure customer satisfaction.
3. Ensure 100% accuracy and completeness of Customer Master Data when entering new accounts, project locations, and contact details into the SAP system.
4. Promote the use of other sales channels to customers to drive Multi-Channel System engagement.
5. Support field personnel by providing timely, detailed, and accurate communication, gathering sales leads from customer contacts, and arranging site visits.
6. Serve as a central contact point for customers by liaising with departments such as Technical Sales, Key Account Management, Technical Support, After Market Service, Credit Services, Logistics, Product Management, and Courier Services to provide quality customer service.
7. Undertake additional tasks as identified by management, including administration (e.g., account holds, back orders, steering orders, certificate creation), sales, productivity, and quality improvement.