Sales & Service Coordinator (Technical Team Support)

Job Title: Helpdesk Manager

Vacancy: 1 Vacancy

Job Description:

• Manage and administer the helpdesk, overseeing incident logging, diagnosis, and escalations to maintain quality standards. Maintain a help desk ticketing system to record, track, and prioritize customer inquiries.
• Facilitate the timely resolution of issues within stated service level agreements (SLAs). Prioritize and resolve incidents in alignment with client-set priorities, adhering to SLAs and escalating when necessary.
• Collaborate seamlessly with cross-functional teams, including Systems, Network, and Vendor Engineers, to track and resolve incidents across IT domains.
• Verify and renew Service Level Agreements, promptly notifying customers of SLA expirations and activations for transparent communication.
• Efficiently coordinate with vendors for deliveries, ensuring streamlined operations and effective tracking. Maintain a record of customer invoices and ensure that invoices are generated in accordance with the SLA-specified payment milestone.
• Take responsibility for customer shipments, guaranteeing punctual and accurate deliveries. Identify renewal opportunities, obtain vendor quotations, and prepare proposals to enhance customer relationships and drive business growth.
• Maintain accurate customer databases encompassing installed base information, assets, and contracts, supporting operational efficiency. Review customer and supplier contracts meticulously, highlighting any concerns to ensure alignment with organizational objectives. Produce comprehensive monthly reports detailing calls status and resolutions, contributing to continuous improvement strategies.
• Coordinate between sales team and freight forwarders, filing important documents and communicating relevant information.
• Ensure the adequacy of sales-related equipment or material.
• Respond to complaints from customers and provide after-sales support when requested.
• Store and sort financial and non-financial data in electronic form and present reports.

Desired Candidate Profile:

• Proven experience in sales or as a sales coordinator or in other administrative positions will be considered a plus.
• Proficiency in English.
• Well-organized and responsible with an aptitude in problem-solving.
• Excellent verbal and written communication skills.
• A team player with a high level of dedication.

Company Overview: JACKY'S BUSINESS SOLUTIONS L.L.C is an electronics retail giant with over four decades of worldwide operations. From its humble beginnings in Hong Kong in 1970, Jacky’s Group of Companies has become one of the leading international traders in electronics and general merchandise in the Middle East, Africa, South Asia, and the Far East.

Contact Information:
Naresh Moolchandani - Human Resources Manager
Suite 03A, Level 1, The Curve Building, Sheikh Zayed Road, Dubai 13745, Dubai, United Arab Emirates