Customer Service Specialist
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Key skills for this role
About the Role
Aggreko seeks a Customer Service Specialist to manage customer relationships throughout the rental process in Dubai. You will act as the central point of contact, coordinate with sales, operations, and credit control teams, and ensure a great customer experience.
Key Skills for This Role
Responsibilities
- Manage customer relationship throughout the life of the hire, proactively setting expectations and communicating changes
- Lead, support, and guide the Customer Service team to ensure accurate and timely completion of tasks
- Oversee department dashboards, BTT and reports to maintain set KPIs
- Answer inbound calls, emails, and other channels promptly and efficiently
- Take ownership of reactive customer queries and follow ups on breakdowns, complaints, orders
- Support sales function with processing customer orders, change orders, post order follow up activities
- Communicate customer requirements across multiple internal teams and systems
- Accurately check new order documentation and maintain 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 for approvals and support new customer setup
- Update order changes in T agreement in Salesforce and create standard on hire/off hire folders
- Track estimated end of hire dates and communicate updates to Hire coordination team
Requirements
- Minimum 2 years of relevant customer service/contract administration experience in a B2B environment, preferably rental operations
- Working knowledge of Microsoft Office and ERP/CRM systems such as Salesforce and M3
- Good written and verbal communication with attention to detail
- Ability to manage multiple tasks, maintain data accuracy and meet service level expectations
- Self driven, organized and willing to learn all aspects of the hire lifecycle
Full Job Posting
Role Overview
- Drive the integrity of Customer Service Management and align the end to end hire process
- Act as central point for customer service teams and point of contact for customers throughout the rental process
- Collaborate with Sales, Operations, Credit Control, Billing and Hire Coordination team
What You’ll Do
- Principal point of contact for managing customer relationship throughout the hire
- Lead, support, and guide the Customer Service team
- Oversee department Dashboards, BTT and reports
- Answer inbound telephone calls, emails, and other channels
- Take ownership of reactive customer queries and follow ups
- Supports sales function with processing customer orders and post order follow up
- Communicates customer requirements across multiple internal teams & systems
- Accurate checks for new order documentation and maintain records in Salesforce
- Handle and follows up customer calls for order acknowledgement, delivery confirmation, etc.
- Coordinate with Credit Control and Agent for approvals
- Update order changes in T agreement in Salesforce
- Create standard on hire and off hire folders and contract documentation
What You’ll Get
- Minimum of 2 years of relevant customer service/contract administration experience in B2B environment, preferably rental operations
- Working knowledge of Microsoft Office and ERP/CRM systems such as Salesforce and M3
- Good written and verbal communication with attention to detail
- Collaborative lead with results oriented approach, through functional mentorship and proactive problem solving
- Ability to manage multiple tasks, maintain data accuracy and meet service level expectations
- Self driven, organised and willing to learn all aspects of the hire lifecycle
About Aggreko
- We welcome people from different backgrounds and cultures
- We are an equal opportunity employer
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