Customer Support Executive | UAE National

Job Summary

Work Controller with Brand & MFP related Technical and Commercial Skills.

• Manage Jobs / Customer requests
  • Log Service delivery requests & Supplies delivery requests.
  • Ensure SLAs in attending calls with least Call Abandon Ratio.
  • Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 – 4 hours, Assess Load Vs Capacity of Techs.
  • Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs).
• First Line Support (FLS) – Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues).
• Awareness of Brand’s Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data.
• Customer relationship management (key for CS and for service referrals for new machines).
• Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers.
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles.
• Follow up for estimate approvals.
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing.
• Co-ordinate with stores for parts / units.
• Filing of relevant documents.
• Co-ordinate with Drivers for the committed deliveries.
• MIS reports.

What you will do

Description of Accountability

• Attend the customers at the reception and receive the units with no error/mistakes on the notification.
• Customer complaints very minimal – based on the target.
• Customer incoming calls to be attended within min rings based on the target.
• CSI based on the target.
• Customer waiting time – minimal based on the target.
• Customer orientation.

Required Skills to be successful

• The primary focus of the Employee is to provide a delightful experience to our customers and where possible is prepared to go the extra mile.
• The employee genuinely seeks customer feedback on their performance and uses this feedback to improve their performance.
• Employee continuously anticipates what their customers needs may be and takes action to respond proactively to these needs.
• Employee is answerable for all actions within their control and takes initiative to correct any actions as required.
• Employee is always ready to accept responsibility for their decisions and the behaviours they display within the workplace.
• Employee delivers what they have committed to delivering to the expected standards within the business.

What equips you for the role

• High School (Bachelor Degree preferred).
• 3-4 years’ experience in similar field.
• Good communication skills.
• Technical knowledge.
• Team building.
• Problem solving.
• Creative.