Job Purpose
To act as the primary point of contact for customers by managing inquiries, logging repair requests, handling escalations, and ensuring prompt and accurate resolution of servicerelated issues. The role is essential in delivering a smooth service experience and maintaining high customer satisfaction across all communication channels
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Role And Responsibilities
Repair Job Logging
- Receive and log faulty devices accurately in the repair management system.
- Tag and hand over devices to the repair team after verification.
- Ensure all job details are complete, accurate, and properly documented.
Customer Communication
- Handle all incoming customer inquiries via phone, email, WhatsApp, and service counter.
- Clearly explain warranty status, repair scope, timelines, and service procedures.
- Provide timely updates on repair progress based on system records and technical team feedback.
Outbound Calls & Followups
- Contact customers to share repair cost estimates for outofwarranty (OOW) cases.
- Explain issues in simple, customerfriendly language and confirm repair approvals.
- Follow up on pending responses and escalate unresponsive cases when required.
- Coordinate payment confirmation for OOW repairs before releasing devices.
Payment & Approval Handling
- Verify payment completion for all outofwarranty jobs.
- Record approvals, payment status, and customer decisions in the system.
- Ensure repair jobs proceed only after proper authorization, maintaining a clear audit trail.
Repair Center Coordination
- Track job progress and ensure the technical team updates repair statuses promptly.
- Notify customers of job completion, additional repair requirements, or delays.
Dispatch & Job Closure
- Update the system with final repair status and dispatch details.
- Confirm customer pickup or delivery arrangements
- Close jobs with complete and accurate documentation.
Qualifications And Skills
Education
Bachelor's degree in business administration, Communication, or a related field (preferred).
Experience
- Minimum 2 years of experience in customer service or a similar role.
- Experience with repair management systems and basic invoicing/payment coordination is an advantage.
Skills & Competencies
- Fluent in Arabic (spoken and written); good command of English
- Excellent communication, listening, and interpersonal skills.
- Confident in outbound calling and explaining technical issues in simple terms.
- Strong organizational skills with attention to detail.
- Ability to multitask and work under pressure
- Customerfocused mindset with a proactive approach to problemsolving.
Fluency in Arabic is mandatory for this role. 
