Customer Service Representative

We are looking for a Customer Service Representative based in Dubai, UAE.

The role is primarily responsible for handling customer enquiries, pricing requests and Requests for Quotations (RFQs) via email and phone, preparing quotations, and following up on pending and issued quotations.

The ideal candidate will be customer-focused, proactive, approachable and patient, with a strong technical background and the ability to understand customer specifications and prepare quotations and tender proposals.

Responsibilities:

• Manage inbound and local leads, incoming enquiries and requests for proposals
• Support the sales process including qualification, relationship building, needs assessment, solution development and closing opportunities
• Proactively engage with customers and build rapport through friendly and professional communication
• Work closely with the Sales and Operations teams to deliver accurate, well-informed, and customer-focused quotations
• Collaborate with internal departments to resolve customer complaints in a timely manner
• Maintain Customer Relationship Management (CRM) system to record customer interactions and data integrity
• Proactively follow up on assigned opportunities in the sales pipeline to secure purchase orders and achieve commercial sales revenue targets
• Develop customer accounts, effectively manage the sales pipeline, and consistently achieve monthly KPIs and performance targets
• Proactively generate leads, potential new customers and reactivate dormant accounts
• Identify current and future customer service requirements by building strong customer relationships, increasing customer retention, and growing the share of wallet within assigned accounts
• Ensure adherence to all applicable laws and regulations related to health and safety, environmental protection, and corporate governance

Skills/Qualifications:

• Bachelor’s degree in science or engineering
• Minimum of 3 years of customer service experience, including generating quotations
• Ability to read and interpret customer specifications, contracts, and other technical documents
• Strong negotiation skills
• Ability to prepare routine reports and correspondence
• A valid UAE driver's license
• Experience interpreting testing procedures and technical requirements is desirable
• Proficiency in Microsoft Office applications and CRM systems
• Excellent verbal and written communication skills, with strong interpersonal abilities to effectively engage with customers and colleagues