Customer Service Representative - UAE National

Make your career real with Hilti Responsibilities As a Customer Service Representative at Hilti, your role involves delivering exceptional support and ensuring customer satisfaction through efficient and professional interactions. Key responsibilities include: To process all contacts (inbound and outbound-E-Mail, Fax, chat, and voice) from customers in an efficient and professional manner to satisfy (not all-inclusive list): product & application questions, pricing enquiries/verbal request for quotation stock availability, delivery status, contacting/up-dating field personnel as per communication policy. To actively manage Customer complaint handling and provide First Contact Solution wherever possible. Follow up open tasks daily to ensure customer satisfaction. To take responsibility for Customer Master Data by ensuring 100% accuracy and completeness whilst entering new accounts, project locations and contact details into SAP system. To actively promote the use of other sales channels to the customer in order to drive Multi Channel System orchestration. To support field-based personnel by providing: on-time, detailed and accurate communication, sales leads gathered from customer contacts, arranging contact/site visits with customers. To act as a central point of contact for customers by interfacing with associated departments: Technical Salesperson, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management & currier service to provide quality Customer Service. To maintain additional tasks as identified by management, in areas such as: administration (account hold, back orders, steering orders, certificate creation – if processed by the individual), sales, productivity, quality. What You'll Do As a Customer Service Representative at Hilti, your role involves delivering exceptional support and ensuring customer satisfaction through efficient and professional interactions. Key responsibilities include: To process all contacts (inbound and outbound-E-Mail, Fax, chat, and voice) from customers in an efficient and professional manner to satisfy (not all-inclusive list): product & application questions, pricing enquiries/verbal request for quotation stock availability, delivery status, contacting/up-dating field personnel as per communication policy. To actively manage Customer complaint handling and provide First Contact Solution wherever possible. Follow up open tasks daily to ensure customer satisfaction. To take responsibility for Customer Master Data by ensuring 100% accuracy and completeness whilst entering new accounts, project location’s and contact details into SAP system. To actively promote the use of other sales channels to the customer in order to drive Multi Channel System orchestration. To support field-based personnel by providing: on-time, detailed and accurate communication, sales leads gathered from customer contacts, arranging contact/site visits with customers. To act as a central point of contact for customers by interfacing with associated departments: Technical Salesperson, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management & currier service to provide quality Customer Service. To maintain additional tasks as identified by management, in areas such as: administration (account hold, back orders, steering orders, certificate creation – if processed by the individual), sales, productivity, quality. What You’ll Bring UAE National Family Book (to comply with the UAE Emiratization law) A Bachelor’s Degree Proficiency in English (verbal and written) Good computer skills (ideally SAP) An excellent telephone manner Exceptional interpersonal and negotiation skills High commitment to customer satisfaction Team playing skills with strong customer orientation Self-motivation, highly energetic, outgoing character and willingness to explore self-Potential in different area What’s In It For You Show us what you’re made of and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after. Why Hilti Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork. Commitment to Inclusion At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together. Show more Show less

UAE National Family Book (to comply with the UAE Emiratisation law); A Bachelor’s Degree; Proficiency in English (verbal and written); Good computer skills (ideally SAP).

Process all contacts (inbound and outbound e-mail, fax, chat, and voice) from customers to address product and application questions, pricing inquiries, stock availability, delivery status, and updating field personnel per communication policy. Actively manage customer complaint handling and provide First Contact Solution; follow up open tasks daily to ensure customer satisfaction. Enter new accounts, project locations, and contact details into SAP with 100% accuracy and completeness; maintain customer master data. Promote use of other sales channels to drive Multi Channel System orchestration. Support field-based personnel by providing timely, detailed communication, and by arranging contact/site visits and sales leads from customer contacts. Serve as a central point of contact interfacing with Technical Salesperson, Key Account Managers, Technical Support, Hilti Centre, After Market Service, Credit Services, Logistics, Product Management & courier service to ensure quality Customer Service. Handle additional tasks as identified by management in administration, sales, productivity, and quality.