After‑Sales Service Coordinator — Onsite Scheduling

Digital HR Consultancy; Makkah Region; Presencial; SAR 33 000 - 56 000; Tempo integral

Resumo da oferta

Digital HR Consultancy in مكة (Mecca) seeks a Service Administrator to support After Sales Service operations by managing customer complaints and service requests, creating and monitoring service tickets, and coordinating with Service Engineers. This on-site role acts as the central liaison between customers and the technical team to ensure timely resolution.

You will schedule technician visits, maintain accurate records, and provide ongoing updates on progress, delays, and closure.

Qualificações

• Bachelor's degree in Business Administration, Engineering, IT, or a related field.
• 2-4 years of experience in Service Administration, Service Coordination, After Sales, Customer Support, Technical Coordination, or a similar role.
• Experience: Service Administration, Service Coordination and After Sales: 2 years (Required)
• Location: Mecca (Required)
• Work Location: In person

Responsabilidades

• Receive and respond to customer complaints, service requests, and technical support requirements through phone, email, and other communication channels.
• Create and maintain service tickets with accurate customer, equipment, complaint, priority, and service details.
• Assess and prioritize service requests based on urgency, customer requirements, and service-level commitments.
• Coordinate with Service Engineers and Technicians to assign service tickets according to technical requirements, location, availability, and priority.
• Prepare daily and weekly technician schedules for customer site visits.
• Coordinate with customers to confirm appointments, site access, equipment availability, and visit timings.
• Follow up with technicians regarding visit status, technical findings, pending work, spare parts, and expected resolution.
• Keep customers updated on service progress, technician visits, delays, and resolution status.
• Monitor open service tickets and ensure timely follow-up and closure.
• Coordinate with Service, Sales, Warehouse, and other departments for spare parts, replacements, warranty cases, and customer requirements.
• Maintain accurate records of customer complaints, service tickets, visit reports, technical updates, and customer communications.
• Prepare daily, weekly, and monthly service reports covering open tickets, closed tickets, pending cases, technician visits, and response status.
• Escalate delayed, critical, or unresolved service cases to the Service Manager.
• Ensure service documentation is complete and properly maintained in the CRM/ERP or service management system.
• Support the Service Manager in improving response time, scheduling efficiency, ticket closure, and overall customer service.

Conhecimentos

Service coordination

Customer support

Technical coordination

Formação académica

Bachelor's degree in Business Administration

Bachelor's degree in Engineering

Bachelor's degree in IT

Ferramentas

CRM/ERP systems

Descrição da oferta de emprego

Digital HR Consultancy in مكة (Mecca) seeks a Service Administrator to support After Sales Service operations by managing customer complaints and service requests, creating and monitoring service tickets, and coordinating with Service Engineers. This on-site role acts as the central liaison between customers and the technical team to ensure timely resolution.

You will schedule technician visits, maintain accurate records, and provide ongoing updates on progress, delays, and closure.