Full job description

Almaskan Aljameel Technical Services is seeking a Customer Service Representative to handle client inquiries, schedule service requests, and support the coordination of technical service operations. This role is responsible for serving as the primary communication link between clients, field technicians, and management to ensure efficient service delivery and customer satisfaction. The position reports to the Operations Manager or Customer Service Supervisor.

Key Responsibilities:

• Receive and process incoming customer service requests, inquiries, and complaints via phone, email, and in-person visits.
• Schedule and coordinate service appointments for field technicians based on urgency, location, and technician availability.
• Create and update work orders in the service management system, ensuring all customer and job details are accurately recorded.
• Communicate clearly with clients regarding service schedules, technician arrival times, job status updates, and follow-up requirements.
• Liaise with field technicians and supervisors to relay client information, schedule changes, and urgent requests.
• Handle basic billing inquiries, process invoices, and assist with payment collection as directed.
• Maintain and update customer account information and service history in the company database.
• Provide administrative support to the operations and technical teams, including filing, data entry, and report preparation.
• Escalate complex technical issues or customer complaints to the appropriate supervisor or manager.

Requirements:

• High school diploma or equivalent; additional certification in office administration or customer service is a plus.
• Minimum of 2 years of experience in a customer service role, preferably within a technical, maintenance, or facilities management company.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with service management or CRM software.
• Excellent communication skills in English and Arabic, both written and verbal.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Professional demeanor with a patient and problem-solving attitude.
• Ability to work effectively as part of a team and interact with technical staff and clients.

Job Type: Full-time