Customer Service Representative

Survitec Group Ltd.; Fujairah City; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading company in the logistics and transportation sector is seeking a Customer Service Representative in Fujairah. The role involves providing advanced product information, managing customer queries, and ensuring exceptional service. Ideal candidates will have a Bachelor's or Master's degree and 2-4 years of relevant experience. Join a team that values inclusivity and safety while developing your skills in a dynamic environment.

Qualifications

• Minimum 2-4 years of relevant experience in Technical Services or a similar role.
• Demonstrated ability to work independently and manage tasks effectively.

Responsibilities

• Provides advanced product and service information to customers.
• Records and processes quotes and orders, including custom orders.
• Responds to and resolves complex customer queries and complaints.

Skills

Customer Service

Communication

Problem Solving

Education

Bachelor's or Master's degree in Business Administration

Mechanical Engineering

Job description

The Role:
Here at Survitec, we are currently recruiting for a Customer Service Representative to join our team based in Fujairah.
Key responsibilities for the Customer Service Representative role include but are not limited to:

1. Provides advanced product and service information and responds to complex customer questions about those products and services.
2. Records and processes quotes and orders, including custom and special orders that may require additional resources for delivery, and coordinates with those teams as required.
3. Makes calls (by telephone or other channels) to allocated customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries/complaints.
4. Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required.
5. Schedules follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities.
6. Interviews (or assists in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate, and accurate notes, ensuring the customer records management system is updated in a timely manner.
7. Provides exceptional service to customers to encourage continued use of Survitec's products and services.
8. Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorization from a supervisor or manager for any exceptions from mandatory procedures.
9. Helps to create an environment where everyone in the team can live the Survitec Values.
10. Contributes positively to creating an inclusive environment where our people feel valued, appreciated, and free to be who they are at work.
11. Understands, upholds, and contributes to creating a safety-first culture within Survitec. Ensures a safe and environmentally healthy working environment.
12. Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices.
13. Other duties assigned by your manager from time to time.

About You:
• Essential criteria:
• Education: Bachelor's or Master's degree in Business Administration, Mechanical Engineering, or a related field.
• Experience:
• Minimum 2-4 years of relevant experience in Technical Services or a similar role.
• Demonstrated ability to work independently and manage tasks effectively.
• Experience coordinating tasks or projects is preferred.

Company Industry

• Logistics
• Transportation
• Warehousing
• Courier

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Customer Service Representative

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