Customer Service Specialist

Bring your energy to Aggreko as Customer Service Specialist based in Dubai

You will be responsible for drive the integrity of Customer Service Management and aligns the end-to-end hire process acting as the central point for the customer service teams & point of contact for our customers throughout the rental process of the order placed. Advocating on the customer at key touchpoints this role collaborates with Sales Operations Credit Control billing and Hire Coordination team to ensure great customer experience.

What youll do as Customer Service Specialist:

• Principal point of contact responsible for managing the customer relationship throughout the life of the hire proactively setting expectations and communicating changes.

• Lead support and guide the Customer Service team to ensure all customer related tasks are completed accurately and on time and provide the structured timely updates to the Manager.

• Oversee the department Dashboards BTT and reports to maintain the set KPIs for the team.

• Answers inbound telephone calls emails and other channels and deals with them promptly and efficiently against agreed touchpoint standards and KPIs

• Takes ownership of all reactive customer queries and follow ups on breakdowns complaints orders liaising with the appropriate teams to ensure these are resolved promptly to the customers satisfaction.

• Supports the sales function with regards to processing customer orders change orders post-order follow-up activities and in expediting the sales force order integration process.

• Communicates the customer requirements across multiple internal teams & systems ensuring all the operational & internal teams are well versed with the customer requirements

• Accurate checks for new order documentation received from sales and supporting customer documents prior to integrations in M3 and maintain accurate customer and order records in Salesforce.

• Handle and follows up customer calls for order acknowledgement delivery confirmation on-hire off-hire exchanges and missing equipment.

• Coordinate with Credit Control and Agent where required for approvals and support new customer setup requirements.

• Update order changes in T-agreement in Salesforce including required system integrations.

• Create standard on-hire and off-hire folders and related contract documentation in Share Drive.

• Raise and follow up hire coordination cases tasks with Contracts Service and Logistics teams.

• Track estimated end-of-hire dates communicate updates to Hire coordination team.

• Issuance of hire/off-hire confirmations to clients via Salesforce confirmed internally with hire team.

• Follow up on LPOs extensions for contracts with client missing equipment and other customer requirements to support timely execution and invoicing.

• Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs

Heres what youll get:

• Minimum of 2 years of relevant customer service/ contract administration experience in a business-to-business environment preferably within rental operations.

• Working knowledge of Microsoft Office and ERP/CRM systems such as Salesforce and M3.

• Good written and verbal communication with attention to detail.

• Acollaborative lead withresults-orientedapproach throughfunctional mentorshipandproactive problem-solving

• Ability to manage multiple tasks maintain data accuracy and meet service level expectations.

• Self-driven organised and willing to learn all aspects of the hire lifecycle.

Our people are can-do positive resilient and persistent. If that feels like you apply now and build your career with the people bringing energy to the world.

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Submit your resume and academic record today!

Equal employment opportunity

We welcome people from different backgrounds and cultures and respect peoples unique skills attitudes and experiences. We encourage everyone to be themselves at work because we know thats how we do our best for each other for our customers for the communities where we work and for our careers.

We are an equal opportunity employer. If you apply for a role at Aggreko we will consider your application based on your qualifications and experience and not on your race colour ethnicity religion sex sexual orientation gender identity national origin disability or veteran status.