Customer Service Representative

Role Overview

Customer Service and Sales

• Manage inbound and local leads, enquiries, and requests for proposals.
• Support qualification, relationship building, needs assessment, solution development, and closing.
• Engage customers proactively and build rapport through professional communication.
• Follow up on opportunities to secure purchase orders and achieve commercial sales revenue targets.
• Generate leads, develop accounts, reactivate dormant accounts, and grow customer retention and share of wallet.

Quotations and Internal Coordination

• Work with Sales and Operations to deliver accurate, well-informed, customer-focused quotations.
• Collaborate with internal departments to resolve customer complaints in a timely manner.
• Maintain the CRM system and customer interaction data integrity.
• Maintain working knowledge of the company's service offerings and participate in training and coaching.

Compliance and Performance

• Manage the sales pipeline and consistently achieve monthly KPIs and performance targets.
• Follow company policies, including terms and conditions, trade compliance requirements, the Code of Conduct, and the employee handbook.
• Adhere to applicable laws and regulations related to health and safety, environmental protection, and corporate governance.

Skills and Qualifications

• Bachelor's degree in science or engineering.
• At least three years of customer service experience, including quotation generation.
• Ability to interpret customer specifications, contracts, and technical documents.
• Strong negotiation skills and ability to prepare routine reports and correspondence.
• Valid UAE driver's license.
• Proficiency in Microsoft Office applications and CRM systems.
• Excellent verbal and written communication and strong interpersonal abilities.
• Experience interpreting testing procedures and technical requirements is desirable.

Company Overview