Customer support coordinator Dubai

Customer support coordinator Dubai

Customer Support Coordinator is the first line of communication between customers and the Customer Support team. He/She deals with incoming requests for support, enquiries and complaints by identifying, categorizing and escalating each case accordingly. He/She will partner internal key stakeholders to follow through each reported case and ensure satisfactory closure.

KEY RESPONSIBILITIES

Answer, identify and prioritize incoming requests according to urgency and/or agreed customer service level agreements (SLA)
Understand customers’ issues before deciding next course of action
Review sales contract to ensure SLAs are met and determine resources required
Escalate case to Technical Support and/or Technical Experts, and eventually Field Engineers if required
Schedule and arrange service attendances (on-site and/or remotely) and ensure availability of appropriate resources (human resources, tools & equipment, spare parts)
Monitor service progress from initiation to completion and update status in Customer Support information system as well as ERP system(s) as necessary, e.g. for spare parts taken out of warehouse
Provide service quotation to customers based job requirements
Connect Field Engineers with customer’s representatives. Prepare Field Engineers to go on-site if required
Verify completion of service support delivered
Invoice Customers as per initial quotation and based on service outcome
Maintain competent understanding of company’s products, their functions and alternatives
Partner RMA coordinators to manage products / parts (ie warranty, QC, return)
Ensure compliance with the Company’s Quality Management systems

PARAMETERS/BUDGETS (IF APPLICABLE)

Investigate most cost-effective way for service attendance
Request proposals and outsource services to 3rd party as appropriate
Approve or reject invoices from Service Partners
Cooperate with Finance in tracking of accounts receivables on invoices sent out

 

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