About the job
We are a fast-growing international high-tech company offering high-performance non-destructive testing solutions for the inspection of critical components. On a day-to-day basis, we develop, produce and market non-destructive testing devices: sensors, probes, robotic solutions, etc., as well as the necessary operating software. Our instruments have applications in a variety of industries, including oil & gas, aerospace and nuclear.
Would you like to contribute to the customer service for a high-tech organization? Eddyfi is looking for a Customer Service Coordinator to join our team in Dubai.
Your Daily Life
As a key member of the team, you will be responsible for monitoring and enforcing the Eddyfi Technologies after-sales internal processes, maximizing customer service and support in his assigned region. Its an exciting role in a growing after-sales & customer experience team, with opportunities to implement change in a global organization. You will be managing internal systems and urgency requirements related to customer cases and Return Merchandize Authorizations (RMAs) regionally.
In This Role, You Will
Sales Support associated task for all customer service items (Calibration, Repair, Licensing, HMP
), it includes entering P.O in our ERP and assure the follow-up of during operation treatment;
Monitoring of the case management process and system regionally, including regular interaction with support and service personnel to ensure customer urgency is a priority;
Authorization of escalation & priority levels for customer cases regionally.
Managing data input for customer cases, maximizing integrity and consistency for continuous improvement;
Implementation, monitoring and enforcing of the Return Merchandize Authorization (RMA) process at all service center locations regionally, including documentation management;
Work in collaboration with the global after-sales team to ensure standardization of services across all locations, and continuous improvement of processes and tools to maximize customer experience;
Communicating with customers from the beginning of their complaint and during all the treatment time;
Maintain a clear and positive communication with support and service team during operation work.
What Were Looking For
3 – 5 years of relevant experience in a customer focused role;
College-level education is required;
Experience of working with processes in a tech company;
Experience using Salesforce or other customer relationship management tool would be advantageous;
Advanced English language required, with basic French, Spanish, Portuguese & Chinese an asset;
Strong personality with the ability to find solutions under pressure;
Proactive and customer-oriented;
Strong team focus with good communication skills.