Customer service executive

Job summary: Should possess good knowledge of modern ERP systems and well versed with Microsoft Office & SAP. Should also possess strong communication skills and have the ability to coordinate with various departments. Responsible for all customer service functions of Hospitality division of Assa Abloy in UAE.

Key Responsibilities: 

• Prepare, review, and manage SLA contracts, ensuring proper documentation and approvals In co-ordination with the Sales Team. 

• Coordinating with the customers in their queries. 

• Monitor daily workflows to ensure adherence to SLAs and turnaround times (TAT) 

• Track pending requests, identify delays, and escalate issues proactively. 

• Maintain accurate records of cases, updates, and closures by updating the SLA tracker 

• Handle Vostio and Mobile Access contract preparation and renewal processes 

• Track contract expiry dates and ensure timely renewals 

• Coordinate with internal teams for contract validation and execution 

• Invoice submission through customer portals in line with client-specific requirements, ensuring inclusion of all mandatory reports and supporting documents. Coordinate with internal departments to obtain and validate all required reports prior to submission.

 • Generate invoices for all SLA-based services as per agreed payment terms 

• Ensure accuracy of billing data, pricing, and contract terms before invoice submission 

• Track invoice status, payments, and follow up on outstanding dues 

• Hard copy invoice submission to customers in coordination with the administration team, ensuring timely delivery and accurate updating of invoice submission status in internal records. 

• All other miscellaneous customer service and Operations support functions