Customer Service Specialist

Bring your energy to Aggreko as Customer Service Specialist based in Dubai You will be responsible for drive the integrity of Customer Service Management and aligns the end-to-end hire process, acting as the central point for the customer service teams & point of contact for our customers throughout the rental process of the order placed. Advocating on the customer at key touchpoints, this role collaborates with Sales, Operations, Credit Control, billing and Hire Coordination team to ensure great customer experience. What you ll do as Customer Service Specialist: Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes. Lead, support, and guide the Customer Service team to ensure all customer related tasks are completed accurately and on time and provide the structured timely updates to the Manager. Oversee the department Dashboards, BTT and reports to maintain the set KPIs for the team. Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against agreed touchpoint standards and KPIs Takes ownership of all reactive customer queries and follow ups on breakdowns, complaints, orders, liaising with the appropriate teams to ensure these are resolved promptly to the customer s satisfaction. Supports the sales function with regards to processing customer orders, change orders, post-order follow-up activities and in expediting the sales force order integration process. Communicates the customer requirements across multiple internal teams & systems, ensuring all the operational & internal teams are well versed with the customer requirements Accurate checks for new order documentation received from sales and supporting customer documents prior to integrations in M3 and maintain accurate customer and order records in Salesforce. Handle and follows up customer calls for order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment. Coordinate with Credit Control and Agent where required for approvals and support new customer setup requirements. Update order changes in T-agreement in Salesforce, including required system integrations. Create standard on-hire and off-hire folders and related contract documentation in Share Drive. Raise and follow up hire coordination cases, tasks with Contracts, Service, and Logistics teams. Track estimated end-of-hire dates, communicate updates to Hire coordination team. Issuance of hire/off-hire confirmations to clients via Salesforce confirmed internally with hire team. Follow up on LPOs, extensions for contracts with client, missing equipment and other customer requirements to support timely execution and invoicing. Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs