Customer Service Representative

Job Overview

As part of the customer service team for Hilti Emirates, the Customer Service Representative is responsible for delivering exceptional customer service through efficient communication, proactive problem-solving, and accurate data management. The role contributes to Hilti's commitment to providing seamless and high-quality support to its customers.

Company Overview

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. At Hilti, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: Mid-Senior level

Key Responsibilities

• Manage all customer contacts (inbound and outbound via email, chat, and voice) with professionalism to address inquiries about products, applications, pricing, stock availability, and delivery status.
• Serve as the primary liaison between customers and field personnel, ensuring effective communication.
• Actively handle customer complaints and strive for First Contact Resolution.
• Ensure 100% accuracy and completeness when entering and maintaining customer master data in the SAP system, including accounts, project locations, and contact details.
• Promote alternative sales channels to customers, driving the adoption of Hilti’s Multi-Channel System.
• Provide timely and detailed communication to field-based personnel, including sales leads, customer contact details, and site visit arrangements.

Requirements

• Bachelor’s Degree
• 2-3 years of customer service experience in a fast-paced environment
• Proficiency in English (additional languages, such as Arabic, are a plus).
• Strong computer skills ideally in SAP, Genesys, and CRM systems (intermediate to advanced).
• Excellent telephone manner.
• High commitment to customer satisfaction and continuous improvement.

Benefits

• Competitive salary and industry-leading bonus structure
• A strong emphasis on work-life balance and well-being, ensuring you have the space to thrive both personally and professionally
• Fast-track career growth – promotion opportunities based on performance
• A global brand with a local heart
• Be part of something truly special – a place where you can grow, be inspired every day, and feel surrounded by colleagues who support you.