Customer Service Representative

JOB DESCRIPTIONThe Customer Service Representative is responsible for managing the daily operations of customer service activities, ensuring seamless communication between customers, sales executives, and technicians. This role involves handling customer queries, updating the system with accurate information, preparing service quotations, and coordinating job progress. The Service Coordinator ensures efficient workflows, excellent customer experiences, and adherence to company policies and UAE regulations. I- JOB DESCRIPTION / DUTIES & RESPONSIBILITIES 1. Attend to all Customers’ queries either by phone, walk-in or email in a prompt and courteous manner2. Obtain complete customer information and update the system database or ERP3. Coordinate with assigned Sales Executives as per customer account.4. Prepare Service Job Cards & Parts Sales Queries accurately as per ERP fields required.5. Coordinate with the assigned technician in getting inspection/ testing report for service jobs.6. Identify part numbers required as per technician’s report and coordinate with the Parts dept for availability.7. Prepare Quotation, get approval from the superior for pricing and submit to the Customer.8. Follow-up Quotation approval status with the customer as per company standard timelines.9. Monitor work progress for each approved Quotation and keep the customer updated.10.Prepare Delivery Note, Proforma Invoice/ Cash Invoice/ Credit Invoice.11.Perform post-service follow-up call on weekly basis.12.Consistently review pending orders and specific customer requests to ensure excellent customer experience.13.Maintain cooperative working relationship with other departments for smooth workflow. 14.Always maintain professionalism & keep business information with high confidentiality.15.Perform all other Service Reception tasks which may be assigned from time to time.16. Adherence to all company SOPs, Policies and UAE REGULATIONS17. Safety Compliance: Follow all safety protocols and guidelines to ensure a safe working environment.18. Any other responsibilities as and when delegated by the Department Manager and/ or Management II – Role Expectations during the First Three (3) MonthsEnhance Customer Query Resolution: Set a target to improve the efficiency of resolving customer queries, ensuring that all queries are addressed promptly and accurately on the first contact.Increase Coordination Efficiency: Aim to improve coordination between sales executives, technicians, and other departments to ensure faster response times and smoother workflow.Boost Quotation Conversion Rate: Set a target to increase the conversion rate of quotations into confirmed service jobs, ensuring more successful proposals.Optimize Parts Availability and Usage: Focus on improving the efficiency of parts procurement and usage, reducing lead times and costs, while ensuring that technicians have the necessary parts available.Increase Service Job Completion Rate: Set goals to improve the completion rate of service jobs within the scheduled time frame, minimizing delays and improving customer satisfaction.Enhance Follow-up Effectiveness: Aim to improve follow-up processes, ensuring regular updates to customers on the status of their service jobs and timely responses to any concerns or questions.Improve Invoice Accuracy and Timeliness: Work towards ensuring that all invoices (Proforma, Cash, Credit) are prepared and processed accurately and promptly.Reduce Pending Job Orders and Backlog: Set a target to reduce pending orders and specific customer requests, ensuring a timely and efficient response to all customer needs.