GCC Customer Service Representative – Intermediate

ICONMA is an Energy Services company seeking a GCC Customer Service Representative – Intermediate for their Remote location. The role involves processing customer requests, managing escalations, and maintaining communication with customers and internal stakeholders using the SAP CRM system.

Responsibilities:

• Responsible to process and maintain customer request via emails and phone call in SAP CRM System
• Responsible to create and maintain quotations/sales orders/service case in SAP CRM system
• Responsible in managing customer escalation by working closely with internal stakeholders
• Required to use existing procedures to problem solve customer escalation and follow up
• Required to maintain excellent communication and positive manner in interaction with customers and internal stakeholders
• Required to adhere to business, operation procedures and financial policy

Requirements:

• One Stop Shop for customers for any type of Services requests
• Total Kit Management (TKM) Service Agreement Customers, On Demand Customers or Labor dispatch
• Face of Client for 24x7 call center support
• Responsible for resolving customer issue from beginning to end
• Works with internal organizations to resolve customer request, including, but not limited to: Field engineer, Logistics, Order Fulfilment, Marketing, Sales and internal organization
• Strong communication skill
• Written and spoken (Ability to Use Positive Language)
• Knowledge of product or service
• Strong spoken and written english
• Additional language skill - for multiple region support
• SAP/CRM/ Supply chain process knowledge is a plus
• Bachelor degree OR equivalent working experience
• Master degree is a plus