Customer Support Associate

3 days ago

Dubai, United Arab Emirates IT Connections Full time

**Customer Support Administrator**

The Customer Service will report to the Technical Manager and will provide administrative support to the Services team / organization, manage office functions including: Job Order coordination, managing the Repair collection/dispatching,, database management, daily office operations, coordination of commercial matters, maintaining services records, and providing general support services for the Services staff.

The Administrator will be the first point of contact for internal and external customers seeking support and information. Additionally, the Administrator, under the supervision of the Technical Manager, will manage all documentations in support of the Technical Department, including maintaining records and contracts, coordinating project activities and providing scheduling support.

**Location**: Dubai

**Work Arrangement**: Full-time
- **Grade: 2**

**Department**: Technical
**Requirements**:

- Receiving/attending enquiries from the customers.
- Communicating with the customers for the up-to-date status of their repair.
- Delegating technical responsibility to technicians, ensuring all duties are achieved within the TAT.
- Coordinate with couriers/drivers in regards to collecting or dispatching serviced items.
- Working with the Logistics and Technicians, ensuring all relevant unit is kept and serviced to the best standards.
- Introduce efficiencies in services collection/delivery by ensuring a high percentage of First Call Resolutions.
- Identify tickets where services were not delivered to a high standard & discuss the same with management.
- Flag recurring service requests for problem management & root cause analysis.
- Create daily, weekly, monthly & quarterly reports (internal and client-facing).
- Conduct regular client feedback surveys to ensure satisfaction with the quality of services delivered.
- Discuss any critical feedback or complaints with management & identify potential solutions.
- Contribute to the development of a customer focused service and a positive corporate image, including the maintenance of good working relationship with client, client representatives.
- Making sure TAT of 3 days is met to serve customers fast and mainly manner.

Qualifications:

- Experience of working in a fast-paced, challenging and adapting environment
- Diploma / Bachelor's degree and knowledge in mechanical / electrical / civil / facilities management.
- Advanced level of understanding is also required with technologies and equipment
- Excellent organisational and leadership skills
- Understanding of the technical requirements of the team
- Good Knowledge in MS Office - Excel, Word, PowerPoint.
- Excellent communication skills
- Extremely organized
- Attention to detail

**Salary**: AED2,500.00 - AED3,000.00 per month

**Experience**:

- customer service: 2 years (required)

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