Customer Service Representative / Coordinator

We are seeking a proactive and detail-oriented Customer Service Coordinator to support client engagement, CRM administration, and cross-functional communication. The ideal candidate will have experience with Zoho CRM and be responsible for maintaining customer satisfaction through professional coordination and timely follow-ups.

Key Responsibilities:

1. CRM Management (Zoho CRM)

• Assist in the implementation and ongoing enhancement of Zoho CRM to improve workflow and user experience.
• Maintain accurate and up-to-date customer records and sales pipelines.
• Monitor CRM dashboards for activity tracking, lead follow-ups, and opportunity status.

2. Client Relationship Management

• Serve as the first point of contact for client inquiries and service support.
• Maintain ongoing communication with customers to provide updates and resolve issues.
• Build and foster long-term customer relationships to support retention and loyalty.

3. Sales Support & Documentation

• Support the sales team by preparing quotations, proposals, contracts, and Sale Purchase Agreements (SPA).
• Update unit availability status (e.g., Open, Hold, Reserved, Booked) in the CRM system.

4. Payment & Documentation Tracking

• Track client payment schedules and Dubai Land Department (DLD) transactions.
• Prepare and send Statements of Account (SOA) and reminders for upcoming invoices or overdue payments.

5. Compliance & Data Integrity

• Ensure all CRM entries are complete, consistent, and compliant with internal policies and UAE legal regulations.
• Regularly audit data to eliminate duplicates, errors, or outdated records.

Secondary Responsibilities:

6. Reporting & Data Analysis

• Generate reports on customer engagement, sales trends, and CRM usage metrics.
• Provide actionable insights to improve client service strategies and sales outcomes.

7. Automation & Integration

• Configure CRM workflow automations, such as email/SMS follow-ups, payment alerts, and status updates.
• Ensure proper integration between Zoho CRM and supporting systems like Zoho Books, Oqoodi, and Galla Box.

8. Customer Feedback & Escalation

• Record and categorize client feedback; ensure prompt resolution of issues by coordinating with relevant departments.
• Follow up on escalated concerns to ensure client satisfaction and closure.

9. Administrative Support

• Coordinate meeting schedules, prepare sales documentation, and support internal communication.
• Liaise with IT or technical support teams to resolve CRM-related issues.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or related field.
• Minimum 2–4 years of experience in customer service or sales coordination.
• Hands-on experience with Zoho CRM (preferred) or any other CRM platforms.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and CRM reporting tools.
• Ability to multitask, prioritize, and manage time efficiently.

Job Type: Full-time