Customer Service Specialist

Role overview

Join Aggreko in Dubai as a Customer Service Specialist and take ownership of the customer journey across the full rental lifecycle. In this role, you will act as the main contact for customers, ensure service processes run smoothly, and help maintain strong coordination between Sales, Operations, Credit Control, Billing, and Hire Coordination teams. The focus of the role is to protect service quality, keep information accurate, and support a positive customer experience at every stage.

What you will do

• Serve as the primary contact for customers throughout the hire period, keeping expectations clear and communicating any changes in a timely way.
• Support, guide, and coordinate the customer service team so customer tasks are completed accurately and within deadlines, while keeping the manager updated.
• Monitor dashboards, BTT, and reporting tools to help the team meet agreed KPIs.
• Respond quickly and effectively to inbound calls, emails, and other customer channels while meeting service standards.
• Own customer issues that need follow-up, including breakdowns, complaints, orders, and other reactive queries, and work with the right teams to resolve them promptly.
• Assist Sales with customer order processing, change requests, post-order follow-up, and order integration activities.
• Share customer requirements across the relevant internal teams and systems so operations and support teams clearly understand what is needed.
• Review incoming order paperwork and customer documents carefully before integration in M3, and keep customer and order information accurate in Salesforce.
• Handle customer communication related to order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.
• Work with Credit Control and agents when approvals or new customer setup support is needed.
• Update order amendments in Salesforce T-agreement, including linked system integrations.
• Create and maintain standard on-hire and off-hire folders and contract files in Share Drive.
• Raise and track hire coordination cases and tasks with Contracts, Service, and Logistics teams.
• Track estimated end-of-hire dates and keep the hire coordination team informed of updates.
• Send hire and off-hire confirmations to clients through Salesforce after internal confirmation from the hire team.
• Follow up on LPOs, contract extensions, missing equipment, and other customer requirements to support timely execution and invoicing.
• Maintain strong customer satisfaction levels and contribute positively to customer feedback KPIs.

Requirements

• At least 2 years of relevant experience in customer service or contract administration within a business-to-business setting, ideally in rental operations.
• Practical knowledge of Microsoft Office and ERP/CRM tools such as Salesforce and M3.
• Strong written and spoken communication skills, along with careful attention to detail.
• A collaborative, results-focused approach with the ability to mentor functionally and solve problems proactively.
• Capability to handle several tasks at once, keep data accurate, and meet service level targets.
• Self-motivated, well-organized, and eager to learn the full hire lifecycle.

About the company and culture

Aggreko values people who are positive, resilient, persistent, and ready to act. The company welcomes candidates from different backgrounds and cultures and encourages individuality at work. Hiring decisions are based on qualifications and experience, with equal opportunity considered regardless of race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Application note

Candidates are asked to submit a resume and academic record.