Customer Service Representative

Aggreko Middle East; Jeddah; On-site; SAR 40,000 - 60,000; Full time

Job summary

A leading company in energy solutions is seeking a Customer Service Representative in Jeddah. This role is pivotal in managing customer relationships and ensuring satisfaction throughout the rental process. The ideal candidate will have a strong customer focus, problem-solving skills, and experience in a B2B environment. Join a team that values collaboration and delivers exceptional service to clients.

Qualifications

• Minimum of 2 years of relevant Customer Service experience in a B2B environment.
• Proficiency in Microsoft Office and ERP systems.

Responsibilities

• Manage customer relationships throughout the hire process.
• Respond promptly to customer queries and maintain high satisfaction.
• Collaborate with Sales and Operations for customer needs.

Skills

Customer Focus

Problem Solving

Interpersonal Skills

Collaboration

Tools

Microsoft Office

ERP Systems

Job description

We're the global leader in providing energy solutions that help businesses grow and communities thrive. We work as a team and we are proud of the difference we make to customers, to local communities, and towards a sustainable future for the world.

We are recruiting for a Customer Service Representative who will act as the principal point of contact for our customers throughout the rental process after the order is placed. Advocating for the customer at key touchpoints, this role collaborates with Sales and Operations to ensure a great customer experience.

What you'll do:

1. Be the principal point of contact, responsible for managing the customer relationship throughout the hire, proactively setting expectations and communicating changes/delays at key touchpoints including order acknowledgment, delivery, installation, and ongoing services throughout the hire, off-hire, collection, and invoicing.
2. Serve as the conduit between understanding and articulating customer requirements and the delivery of goods and services through the Aggreko Operational teams. Maintain a good understanding of Aggreko technologies and the day-to-day operations both internally and at customer sites.
3. Make ad-hoc decisions in the best interests of the customer within well-defined levels of autonomy, ensuring an excellent customer experience.
4. Support the sales function with customer orders, post-order follow-up activities, and expedite processes.
5. Translate customer requirements across multiple systems, ensuring operational teams are well-informed of customer needs.
6. Own all reactive customer queries, breakdowns, or complaints, liaising with relevant teams to resolve issues promptly to customer satisfaction.
7. Manage communication and customer agreement for order variations, including technical changes, hire extensions, and additional services. Take ownership of relevant customer queries.
8. Maintain high levels of customer satisfaction and positively impact customer feedback.
9. Respond promptly and efficiently to inbound calls, emails, and other channels according to touchpoint standards.
10. Deliver an exceptional customer experience by meeting and exceeding defined standards and outcomes.

Skills and experience required:

• Minimum of 2 years of relevant Customer Service experience in a B2B environment, preferably within a rental setting.
• Proficiency in Microsoft Office and ERP systems.
• Proven customer focus with a strong sense of urgency and problem-solving skills.
• Excellent interpersonal skills, including written, oral, facilitation, and presentation abilities.
• Collaborative, results-oriented, and decisive approach.
• Self-managed with the willingness to learn all aspects of the business.

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