Customer Service Representative
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Key skills for this role
About the Role
Bring your energy to Aggreko as Customer Service Representative based in Riyadh You will act as the principle point of contact for our customers throughout the rental process of.
Key Skills for This Role
Responsibilities
- Act as principal point of contact, 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
- Oversee the department Dashboards, BTT and reports to maintain the set KPIs for the team
- Answer inbound telephone calls, emails, and other channels and deal with them promptly and efficiently
- Take ownership of all reactive customer queries and follow ups on breakdowns, complaints, orders, liaising with appropriate teams
- Support the sales function with regards to processing customer orders, change orders, post order follow up activities
- Communicate customer requirements across multiple internal teams & systems
- Accurate checks for new order documentation and maintain accurate customer and order records in Salesforce
- Handle and follow 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
Requirements
- Minimum of 2 years of relevant customer service experience in a business to business environment, preferably within rental operations
- PC literacy in a Microsoft environment and ERP system
- Strong customer focus with a sense of urgency and attention to detail
- Good written and verbal communication skills across all levels
- Collaborative, results oriented approach with the ability to self manage
- Ability to self direct and self manage
- Willingness to learn all aspects of the business
Full Job Posting
Overview
- Bring your energy to Aggreko as Customer Service Representative based in Riyadh. You will act as the principle 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 Co
What you'll do as Customer Service Representative
- 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 customer's 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.
Here's what you'll get
- Minimum of 2 years of relevant customer service experience in a business to business environment, preferably within rental operations.
- PC literacy in a Microsoft environment and ERP system.
- Strong customer focus with a sense of urgency and attention to detail.
- Good written and verbal communication skills across all levels.
- Collaborative, results oriented approach with the ability to self manage.
- Ability to self direct and self manage.
- Willingness to learn all aspects of the business.
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