Customer Service Representative (Emiratisation)

Hilti Emirates; United Arab Emirates; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading company in the construction industry is seeking a Customer Service Representative to join their team. The role involves delivering exceptional support, managing customer inquiries, and ensuring satisfaction. Ideal candidates will have strong interpersonal skills, a Bachelor's degree, and proficiency in English. Join a diverse team recognized as a top employer, and explore career development opportunities.

Qualifications

• Proficiency in English (verbal and written).
• Good computer skills, ideally SAP.

Responsibilities

• Processing customer contacts efficiently and professionally.
• Managing customer complaints and ensuring satisfaction.
• Maintaining Customer Master Data with accuracy.

Skills

Customer Satisfaction

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 offering an exceptional level of service to our Hilti clients.

Who is Hilti

Hilti is a company where innovation improves productivity, safety, and sustainability in the global construction industry and beyond. We build strong customer relationships to create solutions that build a better future. Our pride and sense of belonging extend across our 120 locations, influencing our lives and homes. We encourage exploring possibilities, leveraging potential, owning 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:

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. Actively managing customer complaints and providing First Contact Solution whenever possible. Following up on open tasks daily to ensure customer satisfaction.
3. Maintaining Customer Master Data with 100% accuracy and completeness while entering new accounts, project locations, and contact details into the SAP system.
4. Promoting the use of other sales channels to customers to drive Multi Channel System orchestration.
5. Supporting field 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), sales, productivity, and quality.

We pride ourselves on having a Customer Service team that answers customer calls within 10 seconds.

What do we offer

Show us what you're made of, and we'll offer opportunities to move within the business, work abroad, experience different roles, and explore various markets. It's a great way to find the right fit for your ambitions and develop an exciting career.

We are recognized year after year as one of the top Great Place to Work employers globally and locally. Our diverse team comprises people of various nationalities, backgrounds, and experiences. Success at Hilti is based on teamwork and ability, regardless of 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)
• An excellent telephone manner
• Exceptional interpersonal and negotiation skills
• High commitment to customer satisfaction
• Team playing skills with a strong customer orientation
• Self-motivation, high energy, 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 with various nationalities, backgrounds, and experiences. Success at Hilti depends on teamwork and ability, regardless of your background.

We look forward to receiving your application!