Customer Service Specialist

Role Overview

Haier is seeking a Customer Service Specialist in Dubai to support customer interactions, service operations, parts coordination, documentation, and ongoing service improvements. This position plays a key role in ensuring timely issue resolution, smooth service delivery, and accurate reporting across the service function.

Customer Service Support

• Respond to incoming calls and messages, resolve routine questions, and route more complex matters to the appropriate team.
• Log customer complaints, assist with investigations, follow progress, and communicate outcomes.
• Collect customer opinions through callbacks and surveys, then submit the feedback for review.

Service Process Assistance

• Support order creation, checks, tracking, and the coordination of service appointments.
• Help distribute resources and organize staff assignments.
• Review service workflows and recommend ways to make them more efficient.

Service Network Management

• Track service provider work orders, address issues, and help ensure services are completed on time.
• Gather partner feedback, report concerns to the manager, and support solution finding.

Spare Parts Management and Scheduling

• Maintain and update inventory records while ensuring data remains accurate.
• Plan spare part allocation according to orders and help prevent shortages or excess stock.
• Inspect inventory regularly and manage expired or damaged items.

Document and Data Management

• Organize service contracts and reports for proper filing.
• Review service data and prepare reports that support decision-making.
• Compile and submit weekly and monthly reports.

Additional Duties

• Participate in important service projects and support project-related tasks.
• Carry out assigned research, site visits, and other ad hoc responsibilities.

Qualifications and Requirements

• Strong command of Microsoft Excel, Word, and PowerPoint, with the ability to use Excel for analysis and reporting.
• Familiarity with common CRM or customer service systems.
• Basic understanding of product and service technical principles.
• Preferred experience of 1 to 3 years in customer service.
• Prior exposure to service process improvement, order handling, or resource planning is an advantage.
• Excellent communication, organization, problem-solving, and teamwork skills.
• Self-driven work style, strong professional ethics, and the ability to work overtime and travel when needed.