Sales & Customer Service Coordinator

To operate in an efficient and effective manner towards preparing service job cards within optimal resource constraints to provide end-to-end assistance to customers i.e. resolve and respond to a variety of customer queries and issues face to face, other various mode of communications in order to give the customer a high-quality level of service and experience.

Serve as the primary contact for customers via phone, email, and walk-ins regarding product issues, service requests, and complaints.

Schedule service appointments, installations, and maintenance visits with technicians; coordinate with service partners for spare parts and repairsRegister, track, and follow up on service tickets to ensure timely closure; escalate complex issues to technical teamsProvide feedback to the management in a timely manner on customer related issues.

Maintain accurate customer records, service logs, AMC details, and warranty information; prepare MIS reports for managementProvide technical/data support to customers most effectively & offer better service to customer wherever applicable.

Maintain, monitor and follow up on the Turn around Time for repairs to keep up to customer commitmentsCollect cash from customers on repairs and reconciling the card/cash/online payments same by the end of the day with no discrepancy.

• Liaise with logistics, warehouse, and technical teams for spare parts dispatch and service visits
• Minimize all job card errors and discrepancies which will assure clarity and parity for technical team
• Basic understanding of Electronics home appliances (ovens, hobs, hoods, washing machines, ACs, etc.) and ability to provide basic troubleshooting guidance
• JOB CONTEXT:Adhere to confidentiality
• NDA (Non disclosure agreement).

Follow and adhere to QMS (Quality Management Systems) and to address Environmental & Health Guidelines.

Follow SOPs(standard operating procedures)Perform additional tasks to superiors from time to time.

Carry out the responsibilities of Team Leader in his/her absence.

All decisions on critical issues should be done in consultation with Supervisor/Manager. All external communication shall be informed to the Supervisor accordingly. Diploma /Degree in any field.

Minimum of 3 years’ experience in Customer Service/Electronics or Home-Appliances Industry. Fluency in English & knowledge of Arabic is an added advantage.

Good communication skill written & oral.

Good command in Computer Operating System & supporting applications. Proficiency in MS-Office & CRM platforms like ERP, ZOHO, SAP