Description:
We are looking for a proactive and organized IT Service Coordinator to be the backbone of our service operations. In this essential role, you will ensure seamless communication between our clients and technicians, coordinate daily service activities, and help maintain efficient workflow across the team. This position is critical to preventing operational overload and enabling our technicians and leadership to focus on delivering exceptional service.
If you thrive in a fast-paced environment, excel at multitasking, and are passionate about providing outstanding customer support, we’d love to hear from you.
Key Responsibilities
Customer Communication & Support
- Serve as the first point of contact for clients via phone, WhatsApp, and email.
- Respond promptly to customer inquiries regarding services, pricing, and scheduling.
- Provide professional and empathetic support to ensure client satisfaction.
Service Coordination & Dispatch
- Register, track, and manage service requests using our internal systems (Google Sheets, Trello, Zoho).
- Assign service tickets to technicians based on priority, skill set, and location.
- Schedule and confirm client visits while optimizing technician routes for efficiency.
- Ensure urgent cases are escalated and handled in a timely manner.
Administration & Documentation
- Prepare and send repair quotations to clients.
- Follow up on approvals, payments, and service feedback.
- Maintain accurate service logs, inventory records, and job status updates.
- Check spare parts availability and coordinate with suppliers as needed.
Reporting & Team Coordination
- Generate daily and weekly service reports.
- Monitor technician performance and job completion rates.
- Work closely with the accounting team for invoicing and payment tracking.
Qualifications & Skills
- Excellent communication skills in English (Arabic or Hindi is a plus).
- Highly organized with strong multitasking and time-management abilities.
- Ability to remain calm and effective under pressure.
- Basic proficiency in Microsoft Excel/Google Sheets and familiarity with task management tools.
- Customer-focused attitude with a professional and helpful demeanor.
- Previous experience in a coordination, dispatch, or customer support role is preferred.
- Valid UAE driving license is strong advantage.