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Sales & Customer Service Coordinator

Jackys Retail L.L.C
Dubai, UAE
Senior
1 months ago
DocumentationCustomer Service CoordinatorClient Services CoordinatorClient Relations CoordinatorSales CoordinatorSales Support
Free

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Key skills for this role

DocumentationCustomer Service CoordinatorClient Services Coordinator
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Overview

  • To operate in an efficient and effective manner towards preparing service job cards within optimal resource constraints to provide end-to-end assistance to customers i.e. resolve and respond to a variety of customer queries and issues face to face, other various mode of communications in order to give the customer a high-quality level of service and experience.
  • Serve as the primary contact for customers via phone, email, and walk-ins regarding product issues, service requests, and complaints.
  • Schedule service appointments, installations, and maintenance visits with technicians; coordinate with service partners for spare parts and repairs
  • Register, track, and follow up on service tickets to ensure timely closure; escalate complex issues to technical teams
  • Provide feedback to the management in a timely manner on customer related issues.
  • Maintain accurate customer records, service logs, AMC details, and warranty information; prepare MIS reports for management
  • Provide technical/data support to customers most effectively & offer better service to customer wherever applicable.
  • Maintain, monitor and follow up on the Turn around Time for repairs to keep up to customer commitments
  • Collect cash from customers on repairs and reconciling the card/cash/online payments same by the end of the day with no discrepancy.
  • Liaise with logistics, warehouse, and technical teams for spare parts dispatch and service visits
  • Minimize all job card errors and discrepancies which will assure clarity and parity for technical team
  • Basic understanding of Electronics home appliances (ovens, hobs, hoods, washing machines, ACs, etc.) and ability to provide basic troubleshooting guidance

Job Context

  • Adhere to confidentiality – NDA (Non disclosure agreement).
  • Follow and adhere to QMS (Quality Management Systems) and to address Environmental & Health Guidelines.
  • Follow SOPs(standard operating procedures)
  • Perform additional tasks to superiors from time to time.
  • Carry out the responsibilities of Team Leader in his/her absence.
  • All decisions on critical issues should be done in consultation with Supervisor/Manager.
  • All external communication shall be informed to the Supervisor accordingly.

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