Customer Service Representative (Emiratised Role)

The Customer Service Representative is part of the customer service team for Hilti Emirates and is responsible for always offering an exceptional level of service to our Hilti clients.

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:

To process all contacts (inbound and outbound-E-Mail, Fax, chat, and voice) from customers in an efficient and professional manner to satisfy (not all-inclusive list): product & application questions, pricing enquiries/verbal request for quotation stock availability, delivery status, contacting/up-dating field personnel as per communication policy.

To actively manage Customer complaint handling and provide First Contact Solution wherever possible.

Follow up open tasks daily to ensure customer satisfaction.

To take responsibility for Customer Master Data by ensuring 100% accuracy and completeness whilst entering new accounts, project location’s and contact details into SAP system.

To actively promote the use of other sales channels to the customer in order to drive Multi Channel System orchestration.

To support field-based personnel by providing: on-time, detailed and accurate communication, sales leads gathered from customer contacts, arranging contact/site visits with customers.

To act as a central point of contact for customers by interfacing with associated departments: Technical Salesperson, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management & currier service to provide quality Customer Service.

To maintain additional tasks as identified by management, in areas such as: administration (account hold, back orders, steering orders, certificate creation – if processed by the individual), sales, productivity, quality.

UAE National Family Book (to comply with the UAE Emiratization law)

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 area

Show us what you’re made of and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets.

It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries.

Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact.

Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges.

At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

At Hilti, inclusion is a key focus in how we work, lead, and grow together.

We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere.

We continuously strive to ensure every voice is valued and every team member feels empowered to contribute.

By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.