Receptionist/Call Centre Coordinator

Entity: Daikin Middle East

Job Category: Customer Care and Technical Service

Location:QA

Job Requisition ID: 2484

Daikin Middle East & Africa (DAME) is a subsidiary of Daikin Industries Limited, a Japanese outstanding company and worldwide the biggest developer, producer and supplier of HVAC-R (heating, ventilation, air conditioning and refrigeration) solutions, including heating pumps and cooling technology.

DAME is Daikin's Middle East and Africa regional HQ. The regional has headquarter in Dubai and other offices in Abu Dhabi, Cairo (Egypt), Riyadh (Saudi Arabia), Jeddah (Saudi Arabia), Qatar as well as 2 production plants, and 2 sales subsidiaries and offices and a whole network of independent distributors and dealers across the MEA region.

JOB SUMMARY :

The DX Coordinator is a result-oriented professional responsible for ensuring effective & high-quality service delivery by coordinating between clients, customers, technicians and internal teams. Acting as a vital communication bridge, the DX Coordinator oversees maintenance, repair, and installation activities to ensure smooth operations, operational efficiency and compliance with company policies and safety regulations all while delivering a superior customer experience.

The role requires excellent interpersonal and communication skills in both Arabic and English, strong organizational and scheduling abilities, and a proactive approach to problem-solving. The DX Coordinator must effectively interact with stakeholders at all levels and ensure that all service related activities are completed to the highest standards.

The DX Coordinator must proactively utilize learned skills, adapt to new ideas and processes, and maintain a cordial relationship with customers, clients, and internal reporting personnel. A key part of this role is ensuring high-quality service standards and fostering continuous improvement across operations.

The ideal candidate is bilingual (Arabic & English), detail-oriented, and able to manage multiple priorities in a fast-paced, technical environment.

KEY RESPONSIBILITIES :

Service Coordination & Scheduling

• Coordinate service requests, preventive maintenance, and equipment repairs for customers across assigned regions.
• Schedule and dispatch technicians based on skill sets, location, and availability.
• Track job progress and ensure timely completion of service activities.

Customer Communication

• Serve as the main point of contact for customers regarding service updates, job scheduling, and issue resolution.
• Communicate effectively in both Arabic and English to ensure clarity and customer satisfaction.
• Provide updates on job status, spare parts availability, and expected completion timelines.

Operational Support & Documentation

• Maintain service logs, work orders, and reports in line with company procedures.
• Support warranty claims, spare parts coordination, and job closure documentation.
• Ensure data accuracy in ERP or service management systems or SAP systems.

Quality & Compliance

• Ensure all service operations follow company quality, safety, and environmental standards.
• Monitor compliance with maintenance contracts and SLAs.
• Coordinate internal audits and assist with corrective actions when required.

Cross-Functional Coordination

• Collaborate with sales, logistics, and technical teams to ensure smooth equipment servicing and customer support.
• Communicate with procurement teams for spare parts requests and stock updates.
• Support after-sales activities and customer feedback management.

JOB REQUIREMENTS:

Experience:

Bachelor's degree in Mechanical, Electrical, or Industrial Engineering, or a related technical discipline having minimum 3 years experience

Or 4-5 years proven experience in service coordination, operations, service delivery, or operations (preferably in a technical or facilities or industrial management environment.

Communication Skills:

Strong communication skills in Arabic and English (written and verbal).

Computer Proficiency:

Proficient in Microsoft Office applications (Word, Excel, PowerPoint) and ERP/CRM systems (SAP, Oracle, or similar).

Education:

Bachelor's Degree in Mechanical or Electrical Engineering preferred (equivalent experience will be considered).

Skills:

• Should have knowledge on installation, maintenance, and troubleshooting of DX equipment (Window, Split, Package, Split Package, VRV/VRF, etc.).
• Strong organizational, multitasking, and time-management abilities with attention to detail.
• Proficiency in MS Office and ERP/CRM (SAP, Oracle, or similar).
• Basic understanding of industrial equipment, maintenance processes, and safety procedures.
• Valid Qatar Driving License preferred (non-compulsory).
• Flexible, proactive, and adaptable to a dynamic work environment.
• Knowledge of safety regulations and quality standards is an advantage.

WORK ENVIRONMENT

Office-based role with regular coordination with field technicians and clients.

KEY ATTRIBUTES

• Customer-focused with a proactive and professional attitude.
• Result-oriented with strong problem-solving skills.
• Adaptable to changing priorities and new technologies.
• Collaborative with effective teamwork and interpersonal abilities.
• Safety-conscious with a commitment to quality and compliance.

Daikin Middle East & Africa FZE is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People.

Good climate starts with people

Our employees are the beating heart of our company. At Daikin, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.