Customer Service Representative

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A"rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role:

Description of Accountability:

OA WORK CONTROLLER
- Manage Jobs / Customer requests
- Log Service delivery requests & Supplies delivery requests
- Ensure SLAs in attending calls with least Call Abandon Ratio
- Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 - 4 hours, Assess Load Vs Capacity of Techs
- Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
- First Line Support (FLS) - Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
- Awareness of Brand's Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
- Customer relationship management (key for CS and for service referrals for new machines)
- Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
- Prepare Estimates / Quotes - Awareness of Spare Parts and the replacement articles
- Follow up for estimate approvals
- Update full cycle of the Jobs in SAP - Notification/Service order/Spare requests/Job update/Invoicing
- Co-ordinate with stores for parts / units
- Filing of relevant documents.
- Co-ordinate with Drivers for the committed deliveries
- MIS reports

AV WORK CONTROLLER
- Follow up with customer for estimate approval
- Update full cycle of the Jobs in SAP - Notification/Service order/Spare requests/Job update/Invoicing
- Co-ordinate with stores for parts / units
- Prepare Estimates / Quotes - Awareness of Spare Parts and the replacement articles
- Allocate the daily incoming jobs to technicians
- Follow up with technicians and customers for field appointment and ensure the schedule is attending as per the commitment
- Ensure the feedback / schedule changes if any to be updated to the customer in time
- Filing of relevant documents.
- Co-ordinate with Drivers for the committed deliveries
- Follow up and collect the outstanding payment from the customers
- Minimum 15 hello calls to the customers and update the report and submit on every Saturday.
- Customer complaints very minimal - based on the target
- Customer incoming calls to be attended within min rings based on the target

Required Skills to be successful:
- Sales Skills
- Analytical skills
- Customer handling capability
- Effective Communication
- Interpersonal skills
- Problem solving
- Great organizational and time management abilities
- Strong communication and interpersonal skills.
- Business acumen & market understanding

What equips you for the role:
- Bachelor Degree with similar sales experience
- Minimum 3 - 5 years experience in similar position in inventory management in Consumer Electronics / IT industry
- MS Excel, Powerpoint and Outlook knowledge

We're here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click "apply": Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.