Service Coordinator/ Administrator – After Sales Service at Digital HR Consultancy

Digital HR Consultancy; Riyadh; Hybrid; SAR 33,000 - 56,000; Full time

Job summary

Digital HR Consultancy in الرياض is seeking a Service Coordinator/Administrator to support After Sales Service operations by managing customer complaints and service requests, creating and monitoring service tickets, and coordinating with engineers/technicians.

The role acts as the central point between customers and the technical service team to ensure timely resolution and adherence to SLAs, with on-site duties and monthly pay in SAR. This is a full-time on-site position in Riyadh region.

Qualifications

• Bachelor's degree in Business Administration, Engineering, IT, or a related field.
• 2-4 years of experience in Service Administration or related roles.

Responsibilities

• 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.

Education

Bachelor's degree in Business Administration, Engineering, IT, or a related field

Tools

CRM/ERP system

Job description

Service Coordinator/ Administrator - After Sales Service at Digital HR Consultancy in الرياض, S01, SA. This Full time on site position offers great opportunities for career growth.

Job Summary (Position in Jeddah)

We are looking for a Service Administrator to support our After Sales Service operations by managing customer complaints and service requests, creating and monitoring service tickets, coordinating with Service Engineers/Technicians, and scheduling customer site visits. The role will act as the central coordination point between customers and the technical service team to ensure service requests are addressed efficiently and closed within agreed timelines.

Key Responsibilities

• 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.

Requirements

• 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.

Pay: ﷼3,000.00 - ﷼5,000.00 per month