Foreman | Al-Futtaim | FAMCO

• The Customer Support Representative is responsible for handling customer inquiries for Linde parts sales, ensuring swift and accurate processing and delivery of orders. The role requires maintaining high customer satisfaction, meeting individual parts revenue targets, and achieving budgeted sales revenue targets. The incumbent plays a critical role in both customer interaction and logistics coordination to fulfill customer needs while also handling payment collection and invoice explanations. Success in this role requires excellent interpersonal skills, technical knowledge, and a strong drive for achieving high customer service standards.

• Attend promptly and greet customers with a smile.
• Ask open-ended questions and record customer requests without delay.
• Collect accurate symptoms of complaints from the customer for quick resolutions.
• Empathize and clarify customer requests.

• Ensure an adequate number of orders as per the business flow.
• Explain the content of order in detail to customers.
• Check parts order status and promise correct delivery time.
• Provide proper cost estimate and delivery time to customers.
• Minimize return orders from customers.

• Ensure keeping promised delivery time to customers.
• Coordinate with the parts department to ensure order completion on time.
• Update customers on order status and completion.
• Check and ensure accordance of invoice and delivery performed.
• Inform customer after order completion and agree on payment time.
• Explain the parts order and invoice to guide the cashier.
• Deliver the parts in person or arrange delivery.

• Achieve given revenue targets.
• Promote value-added parts sales.
• Ensure monthly overdues are not more than agreed targets.

• Obtain high standards of Customer Service Values.
• Resolve customer concerns at the earliest time to ensure satisfaction.
• Achieve high CSV Reports / Scores and AFAG Standards Reports / Scores.

• Customer service skills and ability to handle customer requests effectively.
• Technical understanding of automotive parts and service processes.
• Strong communication and interpersonal skills.
• Proficiency in MS Office and ERP systems for business process management.

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years overall experience in automobile dealership, with at least 3 years in Service Dept. as a Service Advisor, preferably in Buses/Commercial Vehicles.
• Proficiency in automotive dealer/distributor business processes and MS office applications, including ERP.
• Skills in customer handling and communication, with logical thinking to understand technical problems.
• Customer service orientation, honesty, responsibility, cultural sensitivity, and ability to work in teams.

Al-Futtaim