Customer Service Representative

RESPONSIBILITIES:

• Provides post-sales support to clients, assisting in the resolution of technical issues and ensuring ongoing customer satisfaction.
• Responds to technical inquiries by supplying relevant documentation such as drawings, manuals, and product specifications, tailored to customer requests.
• Troubleshoots warranty-related product issues by offering direct solutions, arranging for replacement parts, or coordinating service technician visits.
• Delivers on-site technical support when necessary, including international travel, with a primary focus on—but not limited to— the Middle East region.
• Recommends and prepares quotations for replacement parts or necessary product modifications for items no longer covered under warranty.
• Manages the repair, testing, and shipment of controllers returned for upgrades or component replacements.
• Maintains regular follow-up with customers to assess the effectiveness of troubleshooting efforts, warranty resolutions, and product modifications.
• Oversee payment or credit arrangements related to service dealers, replacement parts, or controller modifications, in alignment with warranty terms.
• Collaborates closely with internal departments to gather required information and ensure seamless support delivery.
• Performs additional tasks assigned by the Customer Service Manager or/and Operations Manager.

INTERNAL RELATIONS

The employee reports directly to the Customer Service Manager and/or Operations Manager and maintains regular coordination with the Sales, Administration, Engineering, Stock, and Testing departments to ensure smooth operations and effective service delivery. The employee is also responsible for coordinating meetings and maintaining effective communication with the Customer Service teams/departments across other Tornatech and Firetrol subsidiaries to ensure alignment, collaboration, and consistency in service processes.

WORK ENVIRONMENT & SCHEDULE:

The role is primarily office-based, with most time spent at a desk handling tasks via phone and computer. Regular interaction and coordination with other departments require occasional movement within the office. Additionally, the employee may be required to travel for service-related purposes, both locally and across the region. The standard workweek consists of 48 hours.

QUALITIES VALUED BY THE COMPANY:

• To Demonstrates genuine interest and enthusiasm in their work.
• Takes initiative and shows proactive problem-solving.
• Displays a strong willingness to learn and grow.
• Adapts effectively to changing situations and environments.
• Consistently delivers high-quality work.
• Maintains a high level of productivity.
• Strives for continuous improvement in processes and performance.
• Shows reliability through consistent attendance and punctuality.

Job Specifications:

• Holds a minimum technical diploma in electronics or a related field.
• Possesses at least 2 years of professional experience in customer service.
• Proficient in computer use; familiarity with ERP systems is considered an asset.
• Fluent in English; proficiency in French and/or Turkish is a plus.
• Demonstrates strong interpersonal and communication skills, both verbal and written.
• Capable of working independently with minimal supervision.
• Maintains a professional demeanour and work ethic.
• Detail-oriented and highly organized.
• Able to work efficiently under pressure and meet deadlines.
• Exercises sound judgment and effective problem-solving abilities.
• Reliable and self-motivated.
• Holds a valid UAE driver’s license or a transferable license from another country.

Performance Evaluation Measures:

• The ability to perform the essential functions of position.
• The demonstration of the qualities and specifications required for the job.
• The clarity in transfer of information to customers and colleagues.
• The ability to problem-solve and succeed in troubleshooting.
• The demonstration of speedy follow-ups with customers.
• Customer awareness.
• The ability to search out required information.
• The ability to cooperate with colleagues.