Role Purpose:
Supervise the Help Desk team and follow processes and procedures to ensure that an efficient and professional level of customer service is delivered by the Help Desk, while focussing on technical service and product issues.
Key Accountability and Activities:
- Supervise the Help Desk team to ensure they handle customer complaints and technical problems experienced by customers across the range of Company products and services, by efficiently following set procedures and maintaining a high level of excellent customer service.
- Filter and examine escalated complaints from the Help Desk staff, make sure that they have explored all available techniques and systems in their attempt to resolve the customer problem.
- Produce and analyses performance and productivity reports and statistics.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximize their potential.
Skills
Qualifications and Requirements:
- Team building and coaching skills.
- Ability to work effectively under pressure.
- Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
- Fluent verbal and written communication in both Arabic and English.
- Bachelor degree in a related discipline from a recognized tertiary institution.
- 1 + years supervisory experience.
Apply Online
Supervise the Help Desk team and follow processes and procedures to ensure that an efficient and professional level of customer service is delivered by the Help Desk, while focussing on technical service and product issues.
Key Accountability and Activities:
- Supervise the Help Desk team to ensure they handle customer complaints and technical problems experienced by customers across the range of Company products and services, by efficiently following set procedures and maintaining a high level of excellent customer service.
- Filter and examine escalated complaints from the Help Desk staff, make sure that they have explored all available techniques and systems in their attempt to resolve the customer problem.
- Produce and analyses performance and productivity reports and statistics.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximize their potential.
Skills
Qualifications and Requirements:
- Team building and coaching skills.
- Ability to work effectively under pressure.
- Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
- Fluent verbal and written communication in both Arabic and English.
- Bachelor degree in a related discipline from a recognized tertiary institution.
- 1 + years supervisory experience.
Apply Online
No comments:
Post a Comment