ERP - Customer Service Assistant

2 weeks ago

Abu Dhabi, United Arab Emirates Enterprise Systems Analysis Technology (ESAT) Full time

We are looking for Customer Service Assistant with below requirements:
**Requirements**:

- Bachelor’s Degree in Business Administration, Information Technology/Computer Science or any related field
- Minimum of 3 years’ experience.
- Proven working experience in a customer service or technical support role in the IT industry.
- Familiar with ERP systems, such as SAP, Oracle, Microsoft Dynamics, or NetSuite.
- Proficiency in navigating and using ERP software to address customer inquiries, troubleshoot issues, and provide guidance.
- Excellent in English communication skills, both verbal and written, with the ability to explain technical concepts to non-technical clients effectively.
- Knowledgeable in using MS Office (Word, Excel, PowerPoint etc.)
- Understanding of ERP concepts, modules, and functionalities.
- Can work under pressure.
- Strong problem-solving skills, with the ability to analyze and resolve complex technical issues.
- Exceptional customer service skills, with a friendly and professional demeanor.
- Proactive and self-motivated.
- Arabic speaker is an advantage.

**Responsibilities - Including but not limited to**:

- Ability to actively listen to customers so they can adequately gauge and address their needs.
- Ability to troubleshoot and resolve common technical issues related to ERP systems, such as login problems, data errors, or system configurations.
- Excellent verbal communication skills to clearly share and relay information.
- Computer literacy, including knowledge of relevant software packages, such as CRM systems, etc.
- Ability to remain calm and polite when dealing with complaints or challenging clients.
- Strong problem-solving skills to determine the best possible solutions for client issues.
- Good command of the English language.
- Handling all incoming customer queries and questions.
- Providing the appropriate service and information or referring clients to another department.
- Referring problematic issues that they cannot solve to other department.
- Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information.
- Adhering to a company’s policies and procedures at all times when assisting customers.
- Document and track client interactions, inquiries, resolutions and maintain accurate records.
- Continuously update and expand your knowledge of the ERP system, staying informed about new features, upgrades, and industry best practices.
- Willingness to collaborate with other team members, such as developers, consultants, or project managers, to address customer needs.
- Ability to work effectively in a team environment and contribute to the overall success of the customer service department.

Ability to commute/relocate:

- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- customer service: 3 years (preferred)

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