Customer Service Representative at Hilti Asia It Services in Dubai, Dubai, United Arab Emirates | Kablio

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.
Employee-led inclusion groups covering gender networks, mental health, LGBTQ+, race & ethnicity.

Articles

Hilti Careers

Hilti Digital Transformation

Hilti LinkedIn

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.
Employee-led inclusion groups covering gender networks, mental health, LGBTQ+, race & ethnicity.

Articles

Hilti Careers

Hilti Digital Transformation

Hilti LinkedIn