Is Responsible for acting as a liaison between customers and the Company with regards to all
aspects of contracts management, including and not limited to the day to day updates on
Quotations’ status and approved quotation schedule of works.
- Ensures that the customer is constantly informed and updated with relation to all aspects of his
project.
- Represents the Company in ensuring all positive feedback and claims are documented and
followed up until case closure.
- Is responsible for having a deep understanding of the awarded project and all
modifications/updates to the agreement.
INSTRUCTIONAL FOCUS & SCOPE
- Is responsible for the follow up on all pending maintenance requests (MR’s) and ensures that all
MR’s are continuously and accurately updated by the Helpdesk and Operations team.
- Prepares quotations for all jobs considered to be “hors-contract” or “outside the scope of work”.
- Follows up with procurement for the receipt of supplier quotations, ensures they are clear and
transmits clear, concise and reasonable quotations/recommendations.
- Ensures all non-routine quotations have a clear technical report prepared by the Operations Team.
- Assists and follows up on complaints.
EXECUTIVE FOCUS & SCOPE
- Should be 100% in the know about the contractual obligations of the projects in hand, including:
o Pricing agreement for major jobs
o Pricing of basic spares / consumables
o Pricing of renovation/enhancement projects (often in tender form/updates Sales Force
and other offer logs where necessary)
o Pricing of specialists / subcontractors
o Pricing of Workmanship
o Minimum spend without quotation
o Client’s Contact Information (3rd party, assets on ERP) & (FM Global Log)
o Client’s Customization Report
- Always has a clear picture of the entire status of the project and all its pending issues.
- Ensures that the ERP entries are in line with the data submitted to the customer using correct
descriptions, remarks and pricing.
- Ensures minimal errors in the submission of sales invoices to the customers.
- Ensures minimal errors or requests for clarification from the client with regards to submitted
quotations.
- Effectively manages large amounts of incoming calls and maintenance requests.
- Identifies and assess customers’ needs and comes up with innovative solutions to claims and
rewards for positive feedback.
- Handles complaints, provide appropriate solutions and alternatives within the time limits and
follows up to ensure resolution.
- Provides accurate, valid and complete information by using the right methods/tools available.
- Keeps records of customer interactions and project file documents.
ATALIAN SWITCH GROUP SAL
Doc Ref: HR-01A-08 Revision Date-1- 16/2/2015 Page 2 of 3
Job Description
- Follows communication procedures, guidelines and policies
- Takes the extra mile to engage customers.
- Refers customers to supervisors, managers, or others who can help and follows up to ensure the
customer has been taken care of.
- Regularly calls the customers for feedback upon completion of jobs and documents this feedback
by using the right methods/tools available.
- Coordinates with the customer for Access Permissions and appointments.
- Performs periodical meetings with clients (to whom quotations are addressed as well as any other
key client representative)
- Performs periodical visits to all of employee’s sites
- Prepares the data to be submitted in the Weekly Round Up meetings, including but not limited to:
o Pending quotations with a clear update from the client on why it is pending
o Logged claims for MRs/PPMs that were completed with satisfactory/unacceptable
feedback including Action Plan and resolution.
o Important and potentially “confidential” competitive insight from the client
o All other reports required by the Weekly Round Up meeting agenda stipulated by Upper
Management,
- Update Log of Offers + Salesforce for tenders or major “hors contract” jobs.
- Thinks “outside the box” by rolling out and implementing initiatives for strategic clients.
RESOURCES FOCUS & SCOPE
- Ensures that all company resources are being utilized efficiently minimizing waste.
ETHICS / BEHAVIORAL FOCUS & SCOPE
- Discrete and Confidential.
- Respects all cultures in the Company.
- Remains neutral with regards to any Political and Religious affiliation.

SKILL SET
- Intermediate to Advanced Microsoft Office skills specifically related to Outlook and Excel.
- Customer-service orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively
- Strong phone contact handling skills and active listening skills.
- Patient.
Essential Educational Background & Experience:
- Minimum of BA Degree in Business Administration from a reputable University.
- Minimum