Job Description

Roles & Responsibilities

Key Responsibilities

• Handle inbound and outbound calls professionally, ensuring high-quality customer interactions
• Manage and process Service Requests (SRs) including:
  • Reassignments
  • ETA updates and adjustments
  • Cancellations
  • Territory changes
• Complete SRs on behalf of Customer Engineers (CEs)
• Maintain accurate documentation in Public Notes for all SR actions
• Provide timely updates on inquiries, escalations, and service status
• Coordinate via email, Skype/Lync, and internal communication tools
• Monitor and address aged calls and out-of-process cases
• Perform escalation management and suppression
• Oversee premium freight usage and service efficiency
• Track and support utilization (labor, parts, freight)
• Collaborate with Services and Enablement teams
• Conduct regular reviews of territory needs and service performance
• Identify process improvements and provide feedback
• Support Gulf operations and perform additional tasks as required
  

Requirements

Communication Skills

• Strong verbal and written communication skills
• Ability to confidently handle high-volume inbound & outbound calls
• Professional email and chat communication skills
  

Experience

Previous experience in:

• Call center, customer service, or service coordination roles
• Experience managing multiple tasks and service requests simultaneously
  

Core Skills

• Excellent multitasking and time management abilities
• Strong organizational and coordination skills
• Ability to work effectively under pressure in a fast-paced environment
• Analytical and problem-solving mindset
• High attention to detail

Technical Skills

• Experience using ticketing or Service Request systems
• Proficiency in MS Office tools
• Familiarity with communication platforms (Skype, Teams, etc.)

Personal Attributes

• Customer-focused with a professional attitude
• Strong sense of ownership and accountability
• Team player with cross-functional collaboration skills
• Flexible and adaptable to changing priorities
  

Work Conditions

• 5 working days per week
• 2 days off (rotational)
• Rotational shifts may apply
  

Desired Candidate Profile

Previous experience in:

• Call center, customer service, or service coordination roles
• Experience managing multiple tasks and service requests simultaneously
  

Communication Skills

• Strong verbal and written communication skills
• Ability to confidently handle high-volume inbound & outbound calls
• Professional email and chat communication skills
  

Core Skills

• Excellent multitasking and time management abilities
• Strong organizational and coordination skills
• Ability to work effectively under pressure in a fast-paced environment
• Analytical and problem-solving mindset
• High attention to detail

Technical Skills

• Experience using ticketing or Service Request systems
• Proficiency in MS Office tools
• Familiarity with communication platforms (Skype, Teams, etc.)

Personal Attributes

• Customer-focused with a professional attitude
• Strong sense of ownership and accountability
• Team player with cross-functional collaboration skills
• Flexible and adaptable to changing priorities