Service Coordinator

CCR Commercial Refrigeration; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading service provider in UAE is seeking an experienced Service Coordinator / Call Center Representative. The candidate will manage service activities, schedule technicians, and maintain customer communication, ensuring compliance with service levels (SLAs). Responsibilities include prioritizing service requests, dispatching technicians, and preparing reports. Applicants should have at least 2 years of relevant experience and a Bachelor’s degree. Excellent communication skills are essential for this role in a fast-paced environment.

Qualifications

• Minimum 2 years of experience as a Service Coordinator or Call Center Representative.
• Experience with SLA management and service-level monitoring.
• Background in technical services, maintenance, or field service operations.
• Excellent verbal, written, and presentation communication skills.

Responsibilities

• Receive, log, and prioritize service requests via phone, email, or service systems.
• Schedule and dispatch field service technicians based on urgency and availability.
• Monitor service progress and ensure compliance with SLAs.
• Prepare basic reports and track service KPIs using MS Excel.

Skills

Scheduling and dispatch

Customer communication

Conflict resolution

Service level agreement management

Reports preparation

MS Excel proficiency

Education

Bachelor’s degree

Tools

SAP

MS Office

Job description

We are seeking an experienced Service Coordinator / Call Center Representative who is responsible for coordinating service activities, scheduling technicians, and acting as the primary point of contact for customers. This role ensures efficient service delivery, effective communication, and high customer satisfaction while meeting agreed service levels (SLAs).

• Receive, log, and prioritize service requests via phone, email, or service systems
• Schedule and dispatch field service technicians based on urgency, availability, and skill set
• Coordinate service appointments and communicate timelines to customers
• Monitor service progress and ensure compliance with SLAs
• Maintain accurate service records in the ERP/service management system (e.g., SAP)
• Communicate effectively with technicians, customers, and internal teams
• Proactively identify and resolve scheduling conflicts or service delays
• Support escalation management and customer expectation setting
• Prepare basic reports and track service KPIs using MS Excel
• Contribute to continuous improvement of service and call center processes
• Willingness to work 6days in a week in roaster-based shifts (24/7 operations)
• Minimum 2 years of experience as a Service Coordinator or Call Center Representative
• Experience with SLA management and service-level monitoring
• Background in technical services, maintenance, or field service operations
• Experience in a customer-facing support or call center environment
• Bachelor’s degrees (mandatory)
• Proficiency in MS Office and ERP
• Excellent verbal, written, and presentation communication skills