Job Description

THIS IS A FULL-TIME WORK-FROM-HOME POSITION

We are an IT service company based in Abu Dhabi, UAE. Our back office will focus on all our sales, customer service, operations & remote IT support. Our Target market is Abu Dhabi & Dubai. All our current clients are based in UAE.

Responsibilities

Act as the single point of contact for clients for all projects and support-related matters. Monitor and update the ticketing system daily with accurate and timely information. Assign support tickets to engineers, monitor progress, and ensure SLA adherence. Manage appointments, schedules, site visits, and workload distribution of the technical team. Collect and verify ticket updates, ensuring time entries and resolutions are properly logged. Process all jobs with accuracy and timeliness, maintaining complete records. Track and monitor all ongoing jobs and support tickets; follow up closely until resolution. Conduct post-service follow-ups and collect customer feedback and surveys to measure satisfaction and loyalty. Keep clients informed on progress, delays, or escalations in a professional manner. Respond promptly to client complaints, suggestions, and after-sales support requests. Coordinate purchase requests, deliveries, and project completion updates. Work closely with the sales and finance departments for billing, timesheet approvals, and timely invoicing. Provide excellent customer service and continuously identify ways to improve the client experience. Maintain service dashboards, daily/weekly/monthly reports, and performance metrics. Track SLA achievements and monitor the performance of each support engineer. Maintain service documentation, trackers, and checklists with up-to-date information. Monitor team attendance, utilization, and key performance indicators (KPIs). Visit client locations or attend meetings when required. Maintain and manage office premises, inventory, and supplies. Answer phone calls, respond to emails, and prepare official correspondence and reports. Support management in preparing SLA, satisfaction, and engineer productivity reports. Perform assigned clerical and secretarial duties with accuracy and confidentiality. Support management in continuous process improvement and service quality initiatives.

Skills Required:

Dynamic & Self Motivated. Minimum 3 years of experience in a similar role (Operations, Service Coordination). Strong command of English (written and spoken). Excellent phone and email communication skills with professional etiquette. Strong problem-solving ability and capable of working both independently and collaboratively. Proven track record of reliability, performance, and accountability. Excellent organizational and multitasking skills with close attention to detail. Ability to manage time, plan daily activities, and meet deadlines effectively. Strong customer service orientation and client-handling confidence. Proficiency in Microsoft 365 (Excel, Outlook, Teams, Word, and SharePoint). Familiarity with ticketing systems. Ability to work under pressure and maintain composure in challenging situations. Professional demeanor, well-presented, and client-facing attitude. Quick learner, adaptable, and able to grasp new tools or processes rapidly. Excellent interpersonal and coordination skills across departments. Demonstrated ability to handle administrative and documentation tasks accurately. Committed to maintaining a positive and solution-driven attitude.
Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹40,000.00 per month

Application Question(s):

We follow UAE work timings: IST 10:00 AM to 8:00 PM (UAE 08:30 AM to 06:30 PM) Monday to Saturday. Sunday Holiday. Only UAE-declared holidays are allowed. Can you meet the above timings?
Experience:

Operations Coordinator: 3 years (Required) Handling and managing a team: 3 years (Required) Handling emails & enquiries: 3 years (Required) Monitoring & updating job and scheduless: 3 years (Required) Customer service/support: 3 years (Required) IT support: 2 years (Preferred)
Language:

* English (Speak, Read, Write) (Required)