Customer Service Specialist

About the Role

Aggreko is seeking a Customer Service Specialist to join their team in Riyadh, Saudi Arabia. This full-time role is central to maintaining customer service integrity and streamlining the end-to-end hire process. The specialist will act as the primary point of contact for customers throughout the rental process, ensuring a positive experience.

Role Context and Collaboration

The Customer Service Specialist advocates for the customer at key touchpoints and collaborates with various internal teams including Sales, Operations, Credit Control, Billing, and Hire Coordination. This ensures that customer requirements are met and that the rental process is managed efficiently from order placement to completion.

Key Responsibilities

• Manage customer relationships throughout the hire period, proactively setting expectations and communicating changes.
• Lead and support the Customer Service team to ensure all customer-related tasks are completed accurately and on time, providing timely updates to management.
• Oversee department dashboards, BTT, and reports to maintain team KPIs.
• Respond promptly and efficiently to inbound telephone calls, emails, and other channels, adhering to agreed touchpoint standards and KPIs.
• Take ownership of reactive customer queries, including breakdowns, complaints, and orders, coordinating with appropriate teams for prompt resolution.
• Support the sales function by processing customer orders, change orders, and post-order follow-up activities, and expediting the sales force order integration process.
• Communicate customer requirements across multiple internal teams and systems, ensuring operational and internal teams are informed.
• Conduct accurate checks for new order documentation from sales and supporting customer documents before integration into M3, maintaining accurate customer and order records in Salesforce.
• Handle and follow up on customer calls for order acknowledgment, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.
• Coordinate with Credit Control and agents for approvals and support new customer setup requirements.
• Update order changes in T-agreement in Salesforce, including required system integrations.
• Create standard on-hire and off-hire folders and related contract documentation in Share Drive.
• Raise and follow up on hire coordination cases and 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, confirmed internally with the hire team.
• Follow up on LPOs, contract extensions with clients, missing equipment, and other customer requirements to support timely execution and invoicing.
• Maintain high levels of customer satisfaction and positively impact customer feedback KPIs.

Qualifications and Experience

Candidates for this position should possess 2-5 years of relevant experience in customer service or a related field. The role requires strong organizational skills and the ability to manage multiple tasks effectively.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves working within a collaborative environment, interacting with various internal departments and external customers.

Equal Employment Opportunity

Aggreko is an equal opportunity employer committed to diversity and inclusion. All applications will be considered based on qualifications and experience, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.