Customer Service Coordinator

Customer Coordinator – Aftersales Department Position: Customer Coordinator Reports To: Aftersales Manager / Department Manager Location: Dubai, UAE Job Purpose The Customer Coordinator is responsible for coordinating and supporting the daily activities of the Aftersales Department, ensuring smooth communication between customers, service coordinators, technicians, and internal departments. The role involves handling customer inquiries, coordinating service requests, monitoring job progress, maintaining accurate records, and ensuring timely customer follow-up. Key Responsibilities 1. Customer Service & Communication • Act as the main point of contact for customers regarding aftersales service requirements. • Receive and respond to customer inquiries through phone, email, and other communication channels. • Understand customer concerns and coordinate with the relevant team for appropriate action. • Provide customers with updates regarding service requests, job status, appointments, and expected completion dates. • Follow up with customers after service completion to ensure proper communication and customer satisfaction. • Handle customer complaints professionally and escalate unresolved issues to the Aftersales Manager. 2. Aftersales Coordination • Coordinate service requests and customer requirements with service coordinators, technicians, and relevant departments. • Schedule service visits, maintenance appointments, inspections, and technician assignments as required. • Monitor ongoing service jobs and follow up with the concerned team to ensure timely completion. • Coordinate customer access, site visits, and service requirements with technicians and customers. • Ensure urgent or priority customer requests are communicated promptly to the responsible team. 3. Job / Work Order Administration • Create, update, and maintain service requests, job cards, work orders, and related records. • Ensure all required customer and job information is accurately recorded in the system. • Monitor open and pending jobs and follow up with responsible personnel for updates. • Assist in preparing service reports, quotations, invoices, and other aftersales documentation when required. • Ensure completed jobs are properly closed and supporting documents are filed. 4. Follow-Up & Reporting • Maintain a daily follow-up list of pending service jobs and customer requests. • Follow up on pending quotations, approvals, spare parts, service schedules, and job completion. • Prepare daily, weekly, or monthly reports related to customer requests, pending jobs, completed jobs, and other aftersales activities. • Highlight delayed or unresolved jobs to the Aftersales Manager for necessary action. 5. Internal Coordination • Coordinate closely with the Sales, Service, Technical, Spare Parts, Finance, and Administration teams when required. • Communicate customer requirements clearly to the concerned departments. • Assist the Aftersales team with administrative tasks and documentation. • Ensure information passed between customers and internal teams is accurate and timely. Qualifications & Experience • Bachelor's degree or Diploma in Business Administration, Customer Service, Office Administration, or a related field. • 2–3 years of experience in customer service, coordination, administration, or aftersales support. • Experience in a technical/service-oriented environment is an advantage. • UAE experience is preferred. • Good knowledge of MS Office, particularly Excel, Word, and Outlook. • Experience using ERP, CRM, or service management systems is an advantage. Required Skills & Competencies • Excellent communication and customer service skills. • Strong coordination and follow-up skills. • Good organizational and time-management abilities. • Ability to handle multiple service requests simultaneously. • Attention to detail and accuracy in documentation. • Ability to work under pressure and meet deadlines. • Professional telephone and email etiquette. • Good problem-solving and interpersonal skills. • Ability to coordinate effectively with technicians, customers, and internal departments. • Good English communication skills; additional languages is a plus. Show more Show less

Bachelor's degree or Diploma in Business Administration, Customer Service, Office Administration, or a related field. 2–3 years of experience in customer service, coordination, administration, or aftersales support. Experience in a technical/service-oriented environment is an advantage. UAE experience is preferred. Good knowledge of MS Office, particularly Excel, Word, and Outlook. Experience using ERP, CRM, or service management systems is an advantage.

Act as the main point of contact for customers regarding aftersales service requirements. Receive and respond to customer inquiries through phone, email, and other communication channels. Understand customer concerns and coordinate with the relevant team for appropriate action. Provide customers with updates regarding service requests, job status, appointments, and expected completion dates. Follow up with customers after service completion to ensure proper communication and customer satisfaction. Handle customer complaints professionally and escalate unresolved issues to the Aftersales Manager. Coordinate service requests and customer requirements with service coordinators, technicians, and relevant departments. Schedule service visits, maintenance appointments, inspections, and technician assignments as required. Monitor ongoing service jobs and follow up with the concerned team to ensure timely completion. Coordinate customer access, site visits, and service requirements with technicians and customers. Ensure urgent or priority customer requests are communicated promptly to the responsible team. Create, update, and maintain service requests, job cards, work orders, and related records. Ensure all required customer and job information is accurately recorded in the system. Monitor open and pending jobs and follow up with responsible personnel for updates. Assist in preparing service reports, quotations, invoices, and other aftersales documentation when required. Ensure completed jobs are properly closed and supporting documents are filed. Maintain a daily follow-up list of pending service jobs and customer requests. Follow up on pending quotations, approvals, spare parts, service schedules, and job completion. Prepare daily, weekly, or monthly reports related to customer requests, pending jobs, completed jobs, and other aftersales activities. Highlight delayed or unresolved jobs to the Aftersales Manager for necessary action. Coordinate closely with the Sales, Service, Technical, Spare Parts, Finance, and Administration teams when required. Communicate customer requirements clearly to the concerned departments. Assist the Aftersales team with administrative tasks and documentation. Ensure information passed between customers and internal teams is accurate and timely.