Customer Service Officer

Job Title: Customer Service Coordinator

Vacancy: 1 Vacancy

Job Description:

Customer Communication:

• Maintain clear and professional communication with customers via phone, WhatsApp, or email to prevent misunderstandings and ensure satisfaction.
• Respond to customer inquiries within 24 hours and handle complaints or requests as needed.
• Organize and manage daily schedules from the WF System, ensuring all data is accurate and up-to-date.
• Create and update schedules and tasks for teams, ensuring all work is scheduled promptly and efficiently.

Coordination and Liaison:

• Coordinate with the Site Coordinator and subcontractors to ensure smooth operations and timely service delivery.
• Liaise with Admin for necessary permits and clearances, and with responsible personnel for purchasing site materials.

Emergency and Overtime Management:

• Handle emergency or overtime schedules promptly, ensuring teams are assigned and monitored effectively.

Administrative Support:

• Assist with tasks such as sharing invoices and receipts with customers, following up on quotes, and supporting sales functions when needed.

Job Duties:

Customer Interaction:

• Answer phone calls, respond to inquiries, and book appointments efficiently.
• Follow up with customers for outstanding payments and coordinate with subcontractors for additional services.

Scheduling:

• Collect and organize daily schedules from the WF System, ensuring all data is accurate.
• Communicate any available slots to the office team to maximize staff utilization.
• Update daily schedules promptly as changes occur and confirm with customers and teams.

Backup Functions:

• Cover sales duties when the salesperson is unavailable.
• Support target achievement by providing leads for contracts or quotes.
• Prepare overtime, absence, and commission reports monthly as needed.
• Track vehicle servicing and registration, coordinating with drivers.
• Act as a backup for the Site Coordinator/Admin Clerk when necessary.

This role is crucial in ensuring smooth operations and excellent customer service within the Jumeirah Park community.

Desired Candidate Profile:

Education & Experience:

• High school diploma or equivalent; preference for business admin or related field.
• Proven experience in customer service or scheduling, ideally in technical services or similar.

Communication & Coordination:

• Strong written and verbal communication skills in English.
• Comfortable working with customers, teams, and subcontractors to resolve issues and manage schedules.

Technical & Administrative Skills:

• Proficient in standard office software (Word, Excel, Outlook).
• Able to handle scheduling, data entry, and basic reporting with attention to detail.
• Highly organized, able to juggle multiple tasks and priorities promptly.
• Flexible in covering backup roles (e.g., sales support, site coordination).

Professionalism & Accountability:

• Punctual, dependable, and proactive in addressing customer needs.
• Committed to maintaining high service standards and a positive company image.