Full job description

Job Summary

We are looking for a proactive and customer-focused Customer Relationship Executive (CRE) to join our Service & Maintenance Division. The ideal candidate will be responsible for handling customer inquiries, coordinating service requests, following up on quotations, managing AMC renewals, and ensuring excellent customer satisfaction.

The role requires strong communication skills, attention to detail, and the ability to coordinate effectively with customers, technicians, and internal departments.

Key ResponsibilitiesCustomer Service & Communication

• Handle incoming calls, WhatsApp messages, emails, and online inquiries.
• Respond to customer inquiries professionally and promptly.
• Build and maintain positive customer relationships.
• Act as the primary point of contact for service customers.

Lead & Sales Support

• Register and manage all inquiries in the CRM/FSM system.
• Follow up on quotations and convert inquiries into confirmed jobs.
• Track lead status and maintain accurate records.
• Support the sales of Annual Maintenance Contracts (AMC).

Service Coordination

• Schedule and coordinate service appointments with customers and technicians.
• Confirm appointments and communicate updates to customers.
• Monitor service progress and ensure timely completion.

AMC Management

• Maintain AMC customer records.
• Track contract expiry dates and initiate renewal follow-ups.
• Coordinate scheduled AMC visits and customer communications.

Customer Satisfaction & Complaints

• Conduct post-service follow-ups.
• Collect customer feedback and satisfaction ratings.
• Register and monitor customer complaints until resolution.
• Escalate unresolved issues to management.

Administration & Reporting

• Maintain customer databases and service records.
• Prepare daily, weekly, and monthly reports.
• Ensure all customer interactions are properly documented.

Requirements

• Bachelor’s Degree or Diploma in Business Administration, Marketing, Customer Service, or related field.
• Minimum 2 years of experience in customer service, customer relations, telesales, or service coordination.
• Experience in maintenance, facilities management, MEP, HVAC, AMC, or contracting industry is preferred.
• Strong communication skills in English.
• Hindi, Malayalam, Tamil, or Arabic will be an advantage.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Experience with CRM or service management software is preferred.
• Strong organizational and multitasking abilities.

Preferred Skills

• Customer relationship management.
• Lead follow-up and conversion.
• Complaint handling and resolution.
• Appointment scheduling and coordination.
• Professional telephone etiquette.
• Ability to work under pressure and meet targets.

Salary & Benefits

• Competitive salary based on experience.
• Employment visa provided.
• Medical insurance.
• Annual leave as per UAE Labour Law.
• Career growth opportunities.

KPI-Based Performance Evaluation

• Customer response time.
• Lead conversion rate.
• Quotation follow-up effectiveness.
• AMC renewal conversion.
• Customer satisfaction score.
• Complaint resolution time.
• CRM update compliance.