Customer Service Administrator

Customer Service Administrator Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices.

We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and well-being.

We seek an energetic and enthusiastic

Customer Service Administrator

in Dammam, Saudi Arabia. The

Customer Service Administrator

is the voice of the KONE service department, focusing on multiple aspects of support in the service business. The successful candidate will provide administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer-facing activities in the field.

Responsibilities and key activities :

General administrative support for Sales and Maintenance Supervisors :

Service Sales support activities

Sends customer letters and supports mass updates in maintenance contracts

Processes maintenance contract cancellation requests and informs Billing Administrator when invoice cancellation or credit note creation is required

Supports preparation of new maintenance contracts from NEB or competition and for renegotiations

Supports VB Sales activities (documentation, quality checks, internal handover packs, etc.)

Carries out data checks and quality audits for new contracts from the KONE Shared Service Center

Supports specific tasks from sales (e.g., contract creation)

Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response

Maintenance Operations support activities

Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered to KONE SSC for input

Enters fitter scheduling plans (on duty and backup assignments) in Konect, coordinating changes / updates of maintenance plans in SAP

Supports in repair and maintenance visit planning and communication with customer

Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response

Creates planned service repairs when needed

Supports technician and supervisor in material-related requests (PR creation, check availability, and follow up on delivery)

Specialized administration and support tasks :

Repair Tendering activities :

Validates repair sales leads and any missing information with the help of a Maintenance Technician or Technical Helpdesk

Liaises with the Maintenance Supervisor on the progress of sales leads, tenders, and orders

Converts the sales lead to a tender depending on the contract coverage

Pre-alerts customer of coming tender, ensures we have the decision maker’s correct contact details, communicates the tender to the decision maker, and ensures the customer received it correctly

Proactively explains the tender content and value to the customer

Follows up with the customer to check on the customer's decision in a timely manner and to ensure we get the order

Answers customer's questions about the tender content, price level, discounts, and scheduling

Creates the work / service order and confirms the order was received and created

Receives and resolves customer queries and complaints about repairs forwarded from customer service

Manages the repair sales funnel and reviews targets in the sales cockpit to ensure we reach our repair business target

3rd party inspection administration :

Analyzes inspection needs and schedules individual inspections

Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Admin, and follows up closing the remarks

Creates service / work orders and requests spare parts

Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response

Support in public tenders

Supports sales in proposal creation (public tenders)

Assists in contract and sales order creation for public bids (admin handover)

Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response

Support in customer reporting

Verifies and inputs customer data in customer portals (mainly done in KONE SSC)

Prepares working instructions for KONE SSC to input relevant information to customer portals

Takes ownership of customer queries forwarded from the first level and follows up with salespersons and other services to get a response.

Are you the one?

Diploma or higher will be advantageous.

1 - 2 years of experience in a similar role with a strong focus on administration tasks.

Ability to handle and meet multiple deadlines and coordinate priorities accordingly.

Excellent organizational skills – able to perform duties with minimal supervision.

Proficient in Microsoft (Word, Excel, Outlook, Teams) with SAP and CRM experience advantageous.

Excellent English language skills both spoken and written.

Considering nationalization requirements, this position is open exclusively to Saudi nationals.

Please upload an updated copy of your CV to your application and shortlisted candidates will be sent an automated video interview to complete.

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