Customer Service Representative (Emiratisation)

What's the role? The Customer Service Representative is part of the customer service team for Hilti Emirates and is responsible for consistently providing an exceptional level of service to our Hilti clients. What does the role involve? As a Customer Service Representative at Hilti, your role involves delivering exceptional support and ensuring customer satisfaction through efficient and professional interactions. Key responsibilities include: Processing all customer contacts (inbound and outbound email, fax, chat, and voice) efficiently and professionally to address product and application questions, pricing inquiries, stock availability, delivery status, and updating field personnel as per communication policy. Managing customer complaints actively and providing First Contact Resolution whenever possible. Following up on open tasks daily to ensure customer satisfaction. Maintaining Customer Master Data with 100% accuracy and completeness, including entering new accounts, project locations, and contact details into the SAP system. Promoting the use of other sales channels to customers to drive Multi-Channel System engagement. Supporting field personnel by providing timely, detailed, and accurate communication, gathering sales leads from customer contacts, and arranging customer site visits. Acting as a central point of contact for customers by coordinating with departments such as Technical Sales, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management, and Courier Service to ensure quality customer service. Handling additional tasks as assigned by management, including administration (account holds, back orders, steering orders, certificate creation if applicable), sales, productivity, and quality improvement. What you need is: UAE National Family Book (to comply with UAE Emiratization law) A Bachelor’s Degree Proficiency in English (verbal and written) Good computer skills, ideally with SAP experience An excellent telephone manner Exceptional interpersonal and negotiation skills High commitment to customer satisfaction Team-oriented with a strong customer focus Self-motivated, energetic, outgoing, and willing to explore personal potential in different areas Why should you apply? Year after year, we are recognized as one of the top 'Great Place to Work' employers globally and locally. Our diverse team of people from various nationalities, backgrounds, and experiences contributes to our success. At Hilti, teamwork and ability are valued above all, regardless of your background. What do we offer? Show us what you’re made of, and we’ll provide opportunities to grow within the company—working abroad, experiencing different roles, and tackling various markets. It’s a fantastic way to align your career with your ambitions and achieve exciting growth. Again, we are proud to be recognized as a top 'Great Place to Work' employer, thanks to our diverse and talented team. Success at Hilti depends on teamwork and capability, no matter where you come from. #J-18808-Ljbffr