Customer Service Coordinator

About the Role K4 Group is looking for a highly organised, proactive, and commercially aware Customer Care Coordinator to manage customer enquiries and coordinate customer service activities across all departments. The ideal candidate will take ownership of enquiries from initial contact through to resolution, ensuring timely follow-ups, excellent customer experience, and effective internal coordination. Key Responsibilities • Handle incoming calls and customer enquiries through telephone, WhatsApp, email, and other channels. • Understand customer requirements, gather relevant information, and route enquiries to the appropriate department or person. • Ensure every enquiry is accurately logged, assigned, tracked, and followed up until resolution. • Pre-qualify Fit-Out and renovation enquiries against company criteria before forwarding suitable opportunities to Sales. • Coordinate enquiries across Fit-Out, Design, Maintenance, AMC, Cleaning/FM, and other departments. • Follow up on outstanding actions, quotations, appointments, and service requests, keeping customers informed proactively. • Handle customer feedback, complaints, and escalations through to resolution, including feedback calls and online review generation. • Maintain the Customer Care Activity Log in Monday.com and support weekly reporting and performance scorecards. • Identify cross-selling, upselling, and repeat-business opportunities and refer them to the relevant teams. • Prioritize urgent matters, escalate issues appropriately, and ensure no customer enquiry is left unattended. Requirements • Proven experience in Customer Care, Customer Service, Call Centre, Customer Experience, or a similar coordination role. • Excellent spoken and written English with a professional telephone manner. • Strong organisational skills, attention to detail, and the ability to manage multiple priorities. • Proactive, accountable, and persistent, with excellent follow-up and problem-solving skills. • Confident handling customer complaints and difficult conversations. • Strong computer skills, including Google Workspace, particularly Google Sheets, and familiarity with CRM/workflow systems. • Commercial awareness and the ability to learn K4’s services and processes quickly. Preferred Experience • UAE experience in Customer Care, Call Centre, or Customer Experience. • Background in Interior Fit-Out, Interiors, Facilities Management, Maintenance, Property Management, Real Estate, or Hospitality. • Experience handling premium customers, VIP clients, or high-net-worth individuals. • Monday.com experience. • Arabic or additional language skills. • Immediate availability or a short notice period. Ideal Candidate: Someone who takes ownership, responds promptly, follows up without reminders, escalates urgent issues, and ensures customers are kept informed. The candidate should be organized, responsive, commercially aware, and capable of managing customer enquiries across all K4 departments with minimal supervision. Show more Show less