Description

Job Overview

We are seeking a skilled and experienced Customer Service and Helpdesk Executive to become a vital part of our Service Team in Abu Dhabi. Reporting directly to the Service Manager, the successful candidate will play a crucial role in managing service and consumable requests while maintaining exceptional customer satisfaction.

Key Responsibilities

This role involves receiving and registering Service Requests (SR) and Consumable Requests (CR) into the ERP system, ensuring accurate assignment to Field Engineers, and monitoring timely completion and updates. The executive will handle consumable requests by reviewing contracts, usage counters, and costs. Coordinating with customers for meter or counter readings and keeping them well-informed about the progress and status of their requests are essential duties. Maintaining Service Level Agreements (SLA), particularly response and restoration times, will be closely monitored. The position also requires managing customer feedback, handling complaints and escalations, and working with the service team to implement corrective actions. Regular customer satisfaction surveys and detailed daily and weekly service reports for management will be prepared to support continuous service improvement.

Required Skills and Experience

The ideal candidate should have proven helpdesk or service desk experience, with a strong background in customer service. Hands-on expertise in incident handling and incident management processes is mandatory. Experience in managing customer complaints, service requests, and escalations is essential. Familiarity with ERP, ticketing systems, or service management software is required. Excellent communication, coordination, follow-up, and problem-solving abilities are critical to excel in this role. Experience in IT, office automation, printing, or technical service sectors will be considered an advantage. Preference will be given to applicants with UAE work experience.

How to Apply

We encourage only candidates with relevant helpdesk and incident management experience to apply. Interested applicants should submit their updated CV to sm-auh@newsmart.ae.