Emirati Customer Service Representative

What's the role?

The Customer Service Representative is part of the customer service team for Hilti Emirates and is responsible for always offering an exceptional level of service to our Hilti clients.

What does the role involve?

As a Customer Service Representative at Hilti, your role involves delivering exceptional support and ensuring customer satisfaction through efficient and professional interactions.

Key responsibilities include:

• Process all contacts (inbound and outbound - E-Mail, Fax, chat, and voice) from customers in an efficient and professional manner to satisfy product & application questions, pricing enquiries, quotation stock availability, delivery status, and contacting/updating field personnel as per communication policy.
• Actively manage customer complaint handling and provide First Contact Solution wherever possible. Follow up open tasks daily to ensure customer satisfaction.
• Take responsibility for customer master data by ensuring 100% accuracy and completeness whilst entering new accounts, project location's and contact details into SAP system.
• Actively promote the use of other sales channels to the customer in order to drive Multi Channel System orchestration.
• Support field-based personnel by providing on-time, detailed and accurate communication, sales leads gathered from customer contacts, arranging contact/site visits with customers.
• Act as a central point of contact for customers by interfacing with associated departments: Technical Salesperson, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management & courier service to provide quality Customer Service.
• Maintain additional tasks as identified by management in areas such as administration, account hold, back orders, steering orders, certificate creation - if processed by the individual, sales, productivity, quality.

What you need is:

• UAE National Family Book (to comply with the UAE Emiratization law)
• A Bachelor's Degree
• Proficiency in English (verbal and written)
• Good computer skills (ideally SAP)
• An excellent telephone manner
• Exceptional interpersonal and negotiation skills
• High commitment to customer satisfaction
• Team playing skills with strong customer orientation
• Self-motivation, highly energetic, outgoing character and willingness to explore self-Potential in different area

Why should you apply?

Year upon year we are recognized as one of the top 'Great Place to Work' employers, both globally and locally. And when you meet us you'll understand why. We have a diverse team of people with a variety of nationalities, backgrounds and experiences. Success at Hilti is down to teamwork and ability, no matter where you're from.

What do we offer?

Show us what you're made of and we'll offer you opportunities to move around the business - to work abroad, experience different job functions and tackle different markets. It's a great way to find the right match for your ambitions and achieve the exciting career you're after.