Customer Service Representative - UAE National

About the Role

Join Hilti Emirates as a Customer Service Representative based in Dubai, dedicated to providing outstanding support and ensuring customer satisfaction through professional and responsive interactions.

Key Duties

• Handle all customer communications across multiple channels including inbound and outbound emails, faxes, chats, and calls efficiently, addressing inquiries such as product and application details, pricing requests, stock availability, delivery updates, and coordinating with field staff according to company communications policies.
• Proactively manage customer complaints by offering first-contact resolutions wherever feasible and continuously monitoring pending issues until resolved to the customer's satisfaction.
• Maintain complete accuracy and integrity of customer master data within the SAP system, including inputting new accounts, project locations, and contact information.
• Encourage customers to utilize various sales channels, promoting a multi-channel sales strategy.
• Support field teams by delivering timely, detailed, and accurate information, passing on sales leads derived from customer interactions, and organizing customer appointments and site visits.
• Serve as a liaison for customers by collaborating with internal departments such as Technical Sales, Key Account Management, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management, and courier services to ensure an excellent standard of customer service.
• Undertake additional administrative and operational tasks as assigned by management, including managing account holds, back orders, steering orders, and certificate creation where applicable, alongside contributing to sales, productivity, and quality improvements.

Candidate Profile

• Must be a UAE National with a valid family book to comply with Emiratization requirements.
• Possession of a Bachelor's degree is mandatory.
• Strong command of English, both spoken and written.
• Competent computer skills, preferably experience with SAP software.
• Professional telephone etiquette and excellent interpersonal and negotiation abilities.
• Strong dedication to ensuring customer satisfaction.
• Ability to work effectively in a team with a customer-oriented mindset.
• Self-driven, energetic, outgoing personality with a desire to explore and develop potential across different areas.

Benefits and Growth Opportunities

At Hilti, you have the chance to demonstrate your capabilities and explore various career paths across different job functions and countries, enhancing your professional development and aligning opportunities with your aspirations.

About Hilti

Hilti is a global frontrunner in construction innovation, employing over 34,000 people in 120 countries. Our purpose, Making Construction Better, fuels our commitment to continuous learning, growth, and delivering lasting impact. Join us to leverage your strengths, collaborate with a diverse global team, and contribute meaningfully to making construction better worldwide.

Our Commitment to Inclusion

Inclusion at Hilti is a foundational aspect of how we work and grow as a team. We value diverse perspectives and foster an environment where every voice is heard and every member is empowered to make an impact. This commitment enhances our innovation, teamwork, and overall success in the construction industry.