Customer Service Representative

Join Aggreko as a Customer Service Representative in Riyadh

As our Customer Service Representative, you will be the primary point of contact for our customers throughout the rental process, ensuring a seamless and positive customer experience. This role involves collaborating with various internal teams such as Sales, Operations, Credit Control, Billing, and Hire Coordination to advocate for our customers at key touchpoints.

• Act as the principal point of contact, managing customer relationships and proactively communicating changes throughout the rental lifecycle.
• Lead, support, and guide the Customer Service team to ensure all customer-related tasks are completed accurately and on time, providing regular updates to the Manager.
• Oversee departmental dashboards, BTT, and reports to maintain set KPIs for the team.
• Handle inbound customer queries via telephone, email, and other channels, ensuring prompt and efficient resolution against agreed touchpoint standards and KPIs.
• Take ownership of reactive customer queries, liaising with appropriate teams to resolve issues promptly and to the customer's satisfaction.
• Support the sales function by processing customer orders, change orders, and post-order follow-up activities, expediting the sales force order integration process.
• Communicate customer requirements across multiple internal teams and systems, ensuring all operational and internal teams are well-versed with the customer's needs.
• Accurately check and maintain customer and order records in Salesforce and M3, ensuring accurate order documentation and customer document integration.
• Coordinate with Credit Control and Agent for approvals and support new customer setup requirements.
• Update order changes in T-agreement in Salesforce and create standard on-hire and off-hire folders in Share Drive.
• Raise and follow up on hire coordination cases, tasks with Contracts, Service, and Logistics teams.
• Track estimated end-of-hire dates and communicate updates to the Hire Coordination team.
• Issue hire/off-hire confirmations to clients via Salesforce and follow up on LPOs, extensions, and other customer requirements to support timely execution and invoicing.
• Maintain high levels of customer satisfaction and positively impact customer feedback KPIs.

To excel in this role, you should have a minimum of 2 years of relevant customer service experience in a business-to-business environment, preferably within rental operations. Proficiency in PC literacy in a Microsoft environment and ERP systems is essential. Strong customer focus, attention to detail, and excellent written and verbal communication skills are also crucial. We offer equal employment opportunities and welcome people from diverse backgrounds and cultures.