Job Description

Key Responsibilities:

• Customer Interaction: Handle inbound and outbound customer calls, emails, and inquiries related to product orders, service requests, and general information.
• Order Management: Process customer orders, track shipments, and provide updates regarding order status, ensuring timely and accurate fulfillment.
• Issue Resolution: Address and resolve customer complaints or service issues by coordinating with internal teams (Sales, Logistics, and Technical Support) to find effective solutions.
• Product Knowledge: Maintain a thorough understanding of XCMG's product range, services, and operational procedures to effectively assist customers.
• Sales Support: Provide support to the sales team by responding to customer inquiries about products, prices, and availability, and upsell additional products when appropriate.
• Documentation: Accurately document all customer interactions, transactions, and complaints in the company's CRM system, ensuring proper follow-up and accountability.
• Customer Feedback: Gather and report customer feedback to improve services, products, and processes within XCMG.
• Compliance: Ensure all customer service activities comply with company policies and UAE regulations.

Qualifications & Skills:

• Bachelor's degree in Business Administration, Customer Service, or a related field is preferred.
• Minimum 2-3 years of experience in a customer service or client-facing role, ideally in the heavy machinery or related industry.
• Excellent verbal and written communication skills in English (Arabic is a plus).
• Strong problem-solving skills and the ability to work under pressure in a dynamic environment.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and experience with CRM software.
• Ability to work both independently and as part of a team.
• Customer-oriented mindset with attention to detail and organizational skills.

Job Types: Full-time, Permanent, Contract

Application Deadline: 28/10/2024