Customer Support Executive - After-Sales

About the Role

We are searching for a customer-centric and proactive Customer Support Executive specializing in after-sales services based in Dubai, UAE. The role involves managing client interactions post-purchase to ensure they receive outstanding support and satisfaction throughout their journey.

Key Responsibilities

• Act as the main liaison for all after-sales queries, product requests, and customer grievances.
• Address customer questions via multiple channels including phone, email, and social media with timeliness and professionalism.
• Provide initial troubleshooting assistance related to products, warranties, maintenance, and services.
• Accurately record and track customer communications, issues, and service requests using the CRM platform.
• Collaborate with technical and service teams to resolve customer problems and escalate complex situations when necessary.
• Conduct follow-ups with customers to confirm their satisfaction and oversee machine collection logistics and scrap listing procedures.
• Analyze service quality by identifying repetitive problems and recommending improvements to processes.
• Compile reports on customer service performance and monitor key performance indicators (KPIs).

Candidate Requirements

• Possess a Bachelor's degree in Business Administration or a related field.
• Have at least two years of professional experience in Customer Support, Customer Service, or specifically after-sales support roles.
• Prefer candidates with experience supporting physical products as opposed to service-only roles.
• Prior exposure to the cleaning equipment sector will be considered an asset.
• Exhibit strong interpersonal, organizational, and problem-solving abilities.
• Skilled in using CRM systems and Microsoft Office suite, particularly Excel.
• Fluent communication skills in English; knowledge of Arabic language is advantageous.
• Ability to efficiently manage multiple tasks and quickly assimilate product information.