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Duties & Responsibilities:
Deliver service and support to end-users over the phone
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, Leased Line, MPLS and more
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Follow standard processes and procedures;
Identify and escalate priority issues
To ensure all queries/complaints are handled as per operational requirements.
To ensure Standard Operating Procedures are followed 100% in providing resolution to the customer.
To ensure that the productivity levels are maintained.
To escalate to top management as required depending on the gravity of the issue
To ensure proper handling / taking over on the pending tickets (End to End ownership)
To highlight issues which are persisting & needs immediate resolution
Ability to manage extreme work pressure & excel in superior customer experience.
Ability to work on shifts and rotational days off.
Ability to do effective follow-up and update status/report
Desired Candidate Profile
Knowledge, Experience & Competencies:
* Formal Education Required: Bachelor’s Degree / Diploma in computer science
Related Professional Training,
Years & Field of Experience required:
* 3+ years experience in contact service preferably in a call center
* Job-Specific Competencies required to successfully perform the job