Assistant Service Manager

Job description / Role

Guildhall is partnering with a leading Global Electronics/Home appliance business to hire an Assistant Service Manager to join their team in Dubai! The ideal candidate will be responsible for supporting after-sales service operations, ensuring high-quality customer support, managing service teams, and improving overall service efficiency.

Customer Service Support
• Respond to customer calls and messages, addressing common inquiries and escalating complex issues as needed.
• Record customer complaints, assist in investigations, track resolution progress, and provide feedback to customers.
• Conduct follow-up calls and surveys to gather customer feedback and submit reports for service improvement.

Service Process Assistance
• Manage order entry, review, and tracking to ensure efficient service operations.
• Coordinate service arrangements and assist in staff task planning and resource allocation.
• Analyze service processes and suggest improvements to enhance efficiency and customer satisfaction.

Service Network Management
• Follow up on work orders assigned to service providers, resolving issues and ensuring timely service delivery.
• Collect feedback on service performance and report to the manager, assisting in finding effective solutions.

Spare Parts Management & Scheduling
• Maintain and update inventory records, ensuring data accuracy and proper stock management.
• Schedule spare parts based on service orders to prevent shortages or excess inventory.
• Conduct regular inventory checks and manage expired or damaged parts accordingly.

Document & Data Management
• Maintain service contracts, reports, and essential documentation in an organized manner.
• Analyze service data and generate reports to support decision-making and operational improvements.
• Prepare and submit weekly and monthly reports on service performance and key metrics.

Administrative & Additional Responsibilities
• Handle administrative tasks such as office supply procurement and basic office management.
• Assist in key service projects, supporting project execution and coordination.
• Conduct ad-hoc research, service visits, and other tasks as assigned by the management.

Professional Skills
• Office Software Proficiency: Expertise in Excel, Word, and PowerPoint for data analysis and reporting.
• Customer Service System Operation: Familiarity with CRM systems for efficient service tracking and customer management.
• Basic Technical Knowledge: Understanding of product/service technical principles to assist in troubleshooting and support.

Work Experience
• Customer Service Experience (Preferred): 1-3 years of experience in a customer service or related field.
• Service Process Management Experience: Prior experience in service process optimization, order management, or resource allocation is a plus.

Personal Abilities
• Strong communication and interpersonal skills to engage effectively with customers and service teams.
• Excellent organizational and multitasking abilities to handle multiple service operations efficiently.
• Problem-solving mindset to analyze issues and implement effective solutions.
• Team-oriented approach with the ability to collaborate across departments.

Other Requirements
• Proactive work attitude with a focus on service excellence.
• Strong professional ethics and commitment to customer satisfaction.
• Willingness to work overtime and travel when required to support service operations.

About the Company

Guildhall is the most respected HR & Headhunting Consultancy in the MENA Region.

With deep, extensive knowledge of HR & Recruiting in the region, Guildhall has become a trusted partner of choice for candidates and clients. Starting from an exclusive recruitment agency in Dubai - UAE, Guildhall has grown into an elite service with the ability to cover vacancies in across MENA and Asia-pacific.

Offering tailored Career Sessions and an innovative industry-first membership program designed to save money on core services.

Guildhall is the partner of choice.