Customer Service Representative (Emiratisation)

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

Job summary

A leading company in the construction industry is seeking a Customer Service Representative in Dubai. The role focuses on delivering exceptional support and achieving customer satisfaction through efficient interactions. Ideal candidates are UAE nationals with a Bachelor's degree, strong interpersonal skills, and a commitment to excellence in customer service.

Benefits

Opportunities for career development

Diverse working environment

Qualifications

• UAE National Family Book required.
• Proficiency in English (verbal and written) is essential.
• Good computer skills, ideally with SAP.

Responsibilities

• Process all customer contacts efficiently across various channels.
• Manage customer complaint handling and ensure satisfaction.
• Maintain Customer Master Data accuracy in SAP.

Skills

Interpersonal skills

Negotiation skills

Self-motivation

Computer skills

Customer orientation

Education

Bachelor’s Degree

Tools

SAP

Job description

The Customer Service Representative is part of the customer service team for Hilti Emirates and is responsible for always offering an exceptional level of service to our Hilti clients.

Who is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.

What does the role involve?

As a Customer Service Representative at Hilti, your role involves delivering exceptional support and ensuring customer satisfaction through efficient and professional interactions. Key responsibilities include :

• To process all contacts (inbound and outbound-email, fax, chat, and voice) from customers in an efficient and professional manner to satisfy (not all-inclusive list) : product & application questions, pricing enquiries / verbal request for quotation stock availability, delivery status, contacting / up-dating field personnel as per communication policy.
• To actively manage Customer complaint handling and provide First Contact Solution wherever possible. Follow up open tasks daily to ensure customer satisfaction.
• To take responsibility for Customer Master Data by ensuring 100% accuracy and completeness whilst entering new accounts, project location’s and contact details into SAP system.
• To actively promote the use of other sales channels to the customer in order to drive Multi Channel System orchestration.
• To support field-based personnel by providing : on-time, detailed and accurate communication, sales leads gathered from customer contacts, arranging contact / site visits with customers.
• To act as a central point of contact for customers by interfacing with associated departments : Technical Salesperson, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management & currier service to provide quality Customer Service.
• To maintain additional tasks as identified by management, in areas such as : administration (account hold, back orders, steering orders, certificate creation – if processed by the individual), sales, productivity, quality.

We're proud to have a Customer Service that answers our customer's calls within 10 seconds.

What do we offer?

Show us what you’re made of and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.

Year upon year we are recognised as one of the top 'Great Place to Work' employers, both globally and locally. And when you meet us you'll understand why. We have a diverse team of people with a variety of nationalities, backgrounds and experiences. Success at Hilti is down to teamwork and ability, no matter where you’re from.

What you need is :

• UAE National Family Book (to comply with the UAE Emiratization law)
• A Bachelor’s Degree
• Proficiency in English (verbal and written)
• Good computer skills (ideally SAP)
• Exceptional interpersonal and negotiation skills
• High commitment to customer satisfaction
• Team playing skills with strong customer orientation
• Self-motivation, highly energetic, outgoing character and willingness to explore self-Potential in different area

Why should you apply?

Year upon year we are recognized as one of the top 'Great Place to Work' employers, both globally and locally. And when you meet us you'll understand why. We have a diverse team of people with a variety of nationalities, backgrounds and experiences. Success at Hilti is down to teamwork and ability, no matter what your background.

We look forward to receiving your application!