Customer Service Representative (Emiratisation)

Hilti (Canada) Corporation; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading company in the UAE is seeking a Customer Service Representative to provide exceptional service to clients. This role involves managing customer inquiries, complaints, and data accurately while ensuring high levels of customer satisfaction. Ideal candidates will have a Bachelor's degree, strong interpersonal skills, and proficiency in English. Join a diverse team recognized as a top employer and explore opportunities for career growth within the company.

Qualifications

• UAE National Family Book required for compliance.
• Proficiency in English required.
• Good computer skills preferred.

Responsibilities

• Process inbound and outbound customer contacts efficiently.
• Manage customer complaints and provide solutions.
• Maintain Customer Master Data with accuracy.

Skills

Customer Orientation

Interpersonal Skills

Negotiation Skills

Self-Motivation

Education

Bachelor’s Degree

Tools

SAP

Job description

What's the role?

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.

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:

1. Processing all contacts (inbound and outbound email, fax, chat, and voice) from customers efficiently and professionally to address product & application questions, pricing inquiries, stock availability, delivery status, and updating field personnel as per communication policy.
2. Managing customer complaints actively and providing First Contact Solution wherever possible. Following up on open tasks daily to ensure customer satisfaction.
3. Maintaining Customer Master Data with 100% accuracy and completeness, including entering new accounts, project locations, and contact details into the SAP system.
4. Promoting the use of other sales channels to the customer to drive Multi Channel System orchestration.
5. Supporting field-based personnel by providing timely, detailed, and accurate communication, sales leads from customer contacts, and arranging contact/site visits with customers.
6. Acting as a central point of contact for customers by interfacing with departments such as Technical Sales, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management, and courier service to provide quality Customer Service.
7. Maintaining additional tasks as identified by management, such as administration (account holds, back orders, steering orders, certificate creation if processed by the individual), sales, productivity, and quality.

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 (preferably SAP)
• An excellent telephone manner
• Exceptional interpersonal and negotiation skills
• High commitment to customer satisfaction
• Team-playing skills with a strong customer orientation
• Self-motivation, energetic, outgoing personality, and willingness to explore self-potential in different areas

Why should you apply?

Year after year, we are recognized as one of the top 'Great Place to Work' employers, both globally and locally. When you meet us, you'll understand why. We have a diverse team of people with various nationalities, backgrounds, and experiences. Success at Hilti depends on teamwork and ability, regardless of your background.

What do we offer?

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

Year after year, we are recognized as one of the top 'Great Place to Work' employers, both globally and locally. When you meet us, you'll understand why. We have a diverse team of people with various nationalities, backgrounds, and experiences. Success at Hilti depends on teamwork and ability, no matter where you’re from.