Provides global IT services, solutions and support for Hilti’s business from Kuala Lumpur hub.
Provide top‑tier customer support, manage inquiries, complaints and SAP data for Hilti UAE.
13 days ago ago
Junior (1-3 years)
Full Time
Dubai, Dubai, United Arab Emirates
Office Full-Time
Company Size
400 Employees
Service Specialisms
Digital Solutions
IT Services
Technology Consulting
Project Management
Software Development
Engineering Services
IT Infrastructure
Cloud Solutions
Sector Specialisms
No specialisms available
Role
Description
channel promotion
customer liaison
field support
data management
complaint resolution
cross collaboration
Sales Channel Promotion: Promote alternative sales channels to customers, driving the adoption of Hilti’s Multi-Channel System.
Serve as the primary liaison between customers and field personnel, ensuring effective communication.
Manage administrative tasks, such as handling account holds, back orders, steering orders, and certificate creation.
Field Support: Provide timely and detailed communication to field-based personnel, including sales leads, customer contact details, and site visit arrangements.
Cross-Department Collaboration: Act as a central point of contact, interfacing with Technical Salespersons, Key Account Managers, Technical Support, Hilti Centres, After-Market Service, Credit Services, Logistics, Product Management, and courier services to ensure seamless customer support.
Complaint Resolution: Actively handle customer complaints and strive for First Contact Resolution.
Contribute to improving sales productivity, quality, and overall efficiency.
Data Management: Ensure 100% accuracy and completeness when entering and maintaining customer master data in the SAP system, including accounts, project locations, and contact details.
Requirements
sap
genesys
crm
lean
english
problem solving
Strong problem-solving skills, with the ability to handle complaints effectively and professionally.
Strong computer skills ideally in SAP, Genesys, and CRM systems (intermediate to advanced).
Self-motivated, energetic, and adaptable to changing priorities.
High commitment to customer satisfaction and continuous improvement.
Proficiency in English (additional languages, such as Arabic, are a plus).
Excellent telephone manner.
Team-oriented mindset with a customer-focused approach and a willingness to explore personal growth potential.
2-3 years of customer service experience in a fast-paced environment
Experience or knowledge of LEAN principles and methodologies is a plus.
Benefits
A strong emphasis on work-life balance and well-being, ensuring you have the space to thrive both personally and professionally
Competitive salary and industry-leading bonus structure
Fast-track career growth – promotion opportunities based on performance
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded in 2012
Year Established
Born in 2012 as Hilti’s Kuala Lumpur-based IT competence centre with a mission to digitally empower a global construction leader.
34,000+ Users
Global Users Served
Delivers backbone services to over 34,000 users across 120+ countries.
Anchored within Global IT alongside hubs in Switzerland and the US, its engineers manage end-to-end infrastructure, cloud, workplace apps and cybersecurity.
Plays a pivotal role in digital transformation: deploying SAP S/4HANA, IoT/cloud platforms, mobile apps and secure SOC operations.
Typical projects include regional roll-outs of hardware/software, proactive service process optimization, and global cybersecurity measures.
Specialises in digital workplace, cloud computing, security operations, application development and IT infrastructure engineering.
Operates globally from a nimble yet powerful Asian hub.
Culture + Values
Integrity – We act with integrity in all we do.
Courage – We dare to step out of our comfort zone, think differently and inspire our customers to forge their own paths.
Teamwork – We believe in collaboration and support each other. We are there for each other, our customers, suppliers and partners.
Commitment – We are committed to everything we do. We will always go the extra mile to help our community.
Environment + Sustainability
50% reduction
Scope 1 & 2 emissions
Aims to reduce Scope 1 and 2 emissions by 50% by 2032, aligned with a science-based target initiative.
100% green electricity
Sustainable energy sourcing
Completely reliant on green electricity since 2020, enhancing renewable energy integration.
50% electric/hybrid
Vehicle fleet transition
A substantial shift toward electric and hybrid vehicles to reduce transportation emissions.
60% reduction
Emissions reduction since 2019
Achieved a 60% reduction in Scope 1 and 2 emissions since 2019, demonstrating significant progress toward sustainability goals.
Global vehicle fleet shifting ~50% to electric/hybrid by end of 2023.
Achieved carbon neutrality in own operations by end of 2023; remaining 40% offset via in-house projects.
Long-term net-zero target by 2050 (Science-Based Targets initiative validated)
Environment strategy focuses on CO₂ data transparency, circular design, value-engineering (less material), sustainable sourcing, fleet conversion, and product technologies.
Inclusion & Diversity
34,000+
global team members
A workforce of over 34,000 individuals contributing to a diverse and inclusive culture.
140+
nationalities represented
Representation from over 140 different nationalities, fostering global perspectives.
Goal to make everyone feel like they belong, aligning with core values of courage, teamwork, integrity, and commitment.