Coordinator - Customer Support

Job description / Role

JOB OBJECTIVE:
Deliver the best possible Service to customers by accepting jobs and delivering and dispatching repaired items in a professional and timely manner.

KEY ACCOUNTABILITIES:
- Follows all relevant processes, standard operating procedures and instructions so that customer queries are handled in a consistent manner.
- Appears courteous, patient and helpful and follows all standards set for query handling at all times in order to maintain the image of the brand and our company.
- Accepts items from showrooms and dispatches them internally (estimation, fashion, etc.)
- Accepts items from Technical section (QC) and prepares service reports
- Prepares dispatch documents and hands over items to Logistics for shipping to showrooms.
- Handles any showroom/sub dealer queries professionally and in a courteous manner.
- Refers any issues/ escalations to Customer Support In charge or Assistant Manager to ensure timely resolution.
- Follows up on Richemont repairs
- Displays team spirit and cooperate with peers to ensure a collegial environment and hence add to the experience of working with SWS

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:
- All SWS sections and team
- POS team
- Brand management

External:
- Sub dealers

Requirements

- High School Diploma
- 1 year of relevant experience in Customer Service operations

Job-Specific Skills:
- Product knowledge, technical understanding, ability to answer queries, communication skills, attention to detail, patience, IT skills

Language Skills:
- Fluent in English and Arabic

Competencies:
- Problem solving
- Persuasive
- Team work and cooperation
- Customer focus

About the Company

Ahmed Seddiqi & Sons is a family owned entity with a large portfolio of Swiss Watch brands. Thanks to its brand strategy and the vision of the late Mr. Ahmed Seddiqi, Ahmed Seddiqi & Sons has enjoyed a steady expansion since its inception in the late 1940s.

At the group, we believe that each employee contributes to the growth and success of the company, and this is evident with the strong and loyal workforce of 480 plus employees, some of whom have been with the organization since 1968.

Ahmed Seddiqi & Sons is the largest distributor of Swiss Brand watches in the Middle East. We offer world-class and exquisitely designed watches and jewellery. From a humble beginning of a single store in 1950s, today Ahmed Seddiqi & Sons portfolio consists of over 50 prestigious brands across 52 locations in the UAE.