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 offering 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 contacts (inbound and outbound email, fax, chat, and voice) from customers in an efficient and professional manner to satisfy various needs such as product & application questions, pricing inquiries, stock availability, delivery status, and updating field personnel. Managing customer complaints actively and providing First Contact Solution where possible. Following up on open tasks daily to ensure customer satisfaction. Taking responsibility for Customer Master Data by ensuring 100% accuracy and completeness when entering new accounts, project locations, and contact details into the SAP system. Promoting the use of other sales channels to the customer to drive Multi Channel System orchestration. Supporting field-based personnel by providing timely, detailed, and accurate communication, sales leads, and arranging contact/site visits with customers. Acting as a central point of contact for customers by interfacing with departments such as Technical Sales, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management, and courier services to provide quality Customer Service. Maintaining additional tasks as identified by management, including administration (such as account holds, back orders, steering orders, certificate creation), sales, productivity, and quality. What you need is: UAE National Family Book (to comply with the UAE Emiratization law) A Bachelor’s Degree Proficiency in English (verbal and written) Good computer skills, ideally SAP An excellent telephone manner Exceptional interpersonal and negotiation skills High commitment to customer satisfaction Team playing skills with strong customer orientation Self-motivation, highly energetic, outgoing character, and willingness to explore self-potential in different areas Why should you apply? Year upon year, we are recognized as one of the top 'Great Place to Work' employers, both globally and locally. When you meet us, you'll understand why. We have a diverse team of people with various nationalities, backgrounds, and experiences. Success at Hilti is based on teamwork and ability, regardless of your background. What do we offer? Show us what you’re made of, and we’ll offer you opportunities to move around the business, work abroad, experience different job functions, and explore different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after. #J-18808-Ljbffr