Customer Service Dispatcher (UAE National)

Established in 1982, The Digital Imaging & Office Services Solutions of Gulf Commercial Group was created to become a leading office automation solutions provider for the thriving UAE market.

By embracing the printing industry’s phenomenal digital transformation over the years, ‘GCG-DDS’ developed a natural proclivity for new technologies and gained an enviable reputation for its expertise in integrating digital enterprise solutions of all kinds into their client’s businesses.

Keen to take a market leadership position, GCG-DDS has made the strategic decision to expand its horizons into two focused areas of operation with each carrying a new corporate identity under the umbrella of GCG’s holding company – The Ghobash Group.

Now known as GCG ENTERPRISE SOLUTIONS, the company focuses on Enterprise Information Management, Digital Transformation, and Interactive Smart Solutions, and guides our clients with the most comprehensive portfolio of business information management technology in the UAE

• To be responsible for converting incoming customer calls into booked service calls and forward to available service Engineers and to prioritize, organize, and equally divide incoming calls to be scheduled for the service Engineers.
• Maintain the Service Engineers daily schedules and dispatch the Engineers to service calls and ensure the Response Time and Resolution Time targets are met.
• Schedule return trips with customers when parts are in.
• Maintain the on-call schedule for Service Engineers.
• Maintain customer database with current information.
• Clear and concise communications with Service Managers, Service Engineers and company customers, including keeping customers appraised as to company schedule and requested lead-times.
• Log preventive maintenance calls and allocate to engineers.
• If calls are repeated at high frequency, escalate them to Team leader or Technical manager.
• Service Reports Entry into System after Engineer submits the reports.
• Attend all training courses and meetings as required and assigned by management.

• Diploma/Bachelor’s Degree in any discipline from a recognised University or Institution.

Skills & Professional Requirements:

• Proficiency in Microsoft Office desired.
• Tech-savvy with knowledge of relevant methods (CAD).

Experience Requirements:

• Fast typing with experience in data entry.
• Knowledge of procedures and guideline for emergency situations.
• Proficient in English (oral and written).

Attributes and Behaviors:

• Good organizational and multitasking abilities.
• Active listener with excellent communication skills.
• Sound judgement and critical thinking.