THIS IS A FULL-TIME WORK-FROM-HOME POSITION
- We are an IT service company based in Abu Dhabi, UAE.
- Our back office will focus on all our sales, customer service, operations & remote IT support.
- Our Target market is Abu Dhabi & Dubai.
- All our current clients are based in UAE.
Responsibilities
- Act as the single point of contact for clients for all projects and support-related matters.
- Monitor and update the ticketing system daily with accurate and timely information.
- Assign support tickets to engineers, monitor progress, and ensure SLA adherence.
- Manage appointments, schedules, site visits, and workload distribution of the technical team.
- Collect and verify ticket updates, ensuring time entries and resolutions are properly logged.
- Process all jobs with accuracy and timeliness, maintaining complete records.
- Track and monitor all ongoing jobs and support tickets; follow up closely until resolution.
- Conduct post-service follow-ups and collect customer feedback and surveys to measure satisfaction and loyalty.
- Keep clients informed on progress, delays, or escalations in a professional manner.
- Respond promptly to client complaints, suggestions, and after-sales support requests.
- Coordinate purchase requests, deliveries, and project completion updates.
- Work closely with the sales and finance departments for billing, timesheet approvals, and timely invoicing.
- Provide excellent customer service and continuously identify ways to improve the client experience.
- Maintain service dashboards, daily/weekly/monthly reports, and performance metrics.
- Track SLA achievements and monitor the performance of each support engineer.
- Maintain service documentation, trackers, and checklists with up-to-date information.
- Monitor team attendance, utilization, and key performance indicators (KPIs).
- Visit client locations or attend meetings when required.
- Maintain and manage office premises, inventory, and supplies.
- Answer phone calls, respond to emails, and prepare official correspondence and reports.
- Support management in preparing SLA, satisfaction, and engineer productivity reports.
- Perform assigned clerical and secretarial duties with accuracy and confidentiality.
- Support management in continuous process improvement and service quality initiatives.
Skills Required:
- Dynamic & Self Motivated.
- Minimum 3 years of experience in a similar role (Operations, Service Coordination).
- Strong command of English (written and spoken).
- Excellent phone and email communication skills with professional etiquette.
- Strong problem-solving ability and capable of working both independently and collaboratively.
- Proven track record of reliability, performance, and accountability.
- Excellent organizational and multitasking skills with close attention to detail.
- Ability to manage time, plan daily activities, and meet deadlines effectively.
- Strong customer service orientation and client-handling confidence.
- Proficiency in Microsoft 365 (Excel, Outlook, Teams, Word, and SharePoint).
- Familiarity with ticketing systems.
- Ability to work under pressure and maintain composure in challenging situations.
- Professional demeanor, well-presented, and client-facing attitude.
- Quick learner, adaptable, and able to grasp new tools or processes rapidly.
- Excellent interpersonal and coordination skills across departments.
- Demonstrated ability to handle administrative and documentation tasks accurately.
- Committed to maintaining a positive and solution-driven attitude.
Job Types: Full-time, Permanent
Pay: ₹25,000.00 - ₹40,000.00 per month
Application Question(s):
- We follow UAE work timings: IST 10:00 AM to 8:00 PM (UAE 08:30 AM to 06:30 PM) Monday to Saturday. Sunday Holiday. Only UAE-declared holidays are allowed. Can you meet the above timings?
Experience:
- Operations Coordinator: 3 years (Required)
- Handling and managing a team: 3 years (Required)
- Handling emails & enquiries: 3 years (Required)
- Monitoring & updating job and scheduless: 3 years (Required)
- Customer service/support: 3 years (Required)
- IT support: 2 years (Preferred)
Language:
- English (Speak, Read, Write) (Required)
