Customer Support

 

Description:

The Fab Crew are looking for a capable and experienced operations coordinator to join our team. We are growing fast due to customer demand and are looking to support our existing management team with a new team member to enable us to scale and improve our operations coordination.

Our team are a friendly, dynamic and hardworking group of colleagues that are dedicated to delivering the best services to our customers. Our company values include treating all colleagues with respect, listening to different perspectives, and rewarding great performance.

If you have business development and customer service skills and take satisfaction in working to ensure happy customers then this could be the opportunity for you!

To learn more about our company visit www.thefabcrew.com. We are a home and commercial services company that provide cleaning, maintenance and technical services to our customers in Dubai.

 

Job Description

· To respond to inbound and outbound customers (via messaging and calls)

· To create quotes, negotiate terms and confirm business for our technical services

· Create inspection reports and post visit summary documents for clients with before and after images

· To answer customer questions, handle objections in a customer focused way

· To have empathy and respect for all customers (internal and external)

· To take care and to respond to each customer with your 100% full attention to detail and best effort

· Schedule technical service jobs based on the booked services and discuss them with the supervisor and technical service manager.

· Using the business operations management platform to book jobs, create and send quotes and invoices, to follow up on the quotes and payment collections. Using our management software.

· To communicate with the staff to ensure they are clear on their upcoming jobs (as already allocated in the system where they can see it in the app)

· To ensure that the right equipment and skill sets are allocated to each job

· To optimise the productivity and use of time of each staff member to work eight hours a day in order to reach our sales revenue target.

· To coordinate to ensure that policy and procedures are followed by technical staff

· To coordinate with customer care team in order to identify training needs to address any service issues and to act on correcting gaps in knowledge with the crew staff

· To support and monitor all feedback from customer support and to identify crew that are not performing to take remedial action via training or other avenues to ensure performance is improved

 

 

Personal skills and attributes

· At least two years working in a technical services company or maintenance business

· A practical person with experience and interest in DIY and home maintenance

· Great English language skills both written and verbal

· Excellent comprehension skills with the ability to understand customer requests quickly

· High degree of accuracy and attention to detail

· Great computer skills and comfortable using CRM

· Customer call centre experience is an advantage

· Honest and transparent

· Professional and with a great attitude

· Able to work in a multi-cultural team

· Flexible and hard working