Technical After-Sales / Customer Service (Appliances)

We are looking for a customer-focused, service-driven Technical After-Sales Agent to join our team. This role centers on managing client inquiries, service requests, and escalations while ensuring every interaction reflects Quooker’s premium service standards. You will be responsible for diagnosing and resolving service issues in collaboration with our technical team, coordinating and scheduling service technicians, and managing all customer cases through our CRM system. The position requires proactive follow-up, clear communication, and strong organizational skills to support both our sales and service teams and to ensure a seamless, high-quality customer experience.

Key Responsibilities

• Act as the first point of contact for client inquiries, complaints, and service requests.
• Provide exceptional client care, ensuring every customer interaction reflects Quooker’s premium service standards.
• Diagnose and resolve service issues in collaboration with technical teams, ensuring timely and effective solutions.
• Manage cases and customer records efficiently through CRM systems for service case handling (experience highly preferred).
• Handle customer escalations with professionalism, empathy, and confidence.
• Schedule and coordinate service technicians for installations, repairs, and follow-up visits.
• Follow up proactively to ensure complete resolution and customer satisfaction.
• Support the sales and service teams by coordinating service appointments, installations, and after-sales care.
• Maintain accurate documentation of all service interactions, feedback, and outcomes.
• Continuously seek opportunities to improve customer experience and propose solutions to streamline processes.

Skills & Competencies

• Exceptional communication skills (verbal and written), with the ability to handle premium clients with professionalism and diplomacy.
• Strong problem-solving and conflict resolution abilities.
• Ability to remain calm under pressure and manage difficult situations tactfully.
• Excellent time management and organizational skills.
• Strong customer-centric mindset and a passion for delivering first-class service.
• Team-oriented, with the ability to collaborate across service, technical, and sales teams.

Qualifications & Experience

• Minimum 2 years of experience in customer service, client relations, or service support, ideally in a premium product or luxury brand environment.
• Bachelor's degree or certification in Technical field or a related field are an advantage
• Experience with service case handling through any CRM system is a significant plus.
• Fluency in English is required; Arabic or additional languages are an advantage.
• Background in appliances, home technology, or premium consumer goods is desirable.
• UAE work experience preferred but not mandatory.
• Full-time availability (in office work)
• Currently residing in UAE

What We Offer

• Opportunity to work with a global premium brand at the forefront of innovation.
• A supportive and collaborative work culture.
• Competitive compensation.
• Comprehensive insurance coverage to support your health and well-being.