Job Description
Job Purpose:
Lead a team of Customer Services Team Leaders and Customer Services Representatives.
Accountabilities:
- Manage, develop and lead a Customer Service team focused on delivering best in class customer service focused on first time resolution and customer retention.
- Responsible and accountable for the successful delivery of the agreed targets, budgets and goals.
- Create a Customer Service function that continually aspires to achieve excellence in all areas.
- Provide motivational and inspirational leadership to diverse teams with varied skills and abilities, responsible for all aspects of customer service.
- Responsible for drive performance to exceed agreed customer services levels and continually push the barriers to deliver improvements in customer service and reduction in operating expenses.
Qualifications:
- Have necessary skills to configure and manage BMC Service or equivalent Desk application.
- Experience in diagnosing and solving computer related problems (Hardware & Software)
- Experience in supervising and managing the Helpdesk staff.
- ITIL implementing and operating experience is a must.
- ISO 20000 Implementing is preferable.
Experience:
- +5/- Years experience of IT Helpdesk domain related to IT / Telecom / Banking Sector.
- Experience in Supervising Helpdesk Applications and Team.
Education:
- Bachelor Degree in the fields of Computer Science or Engineering , Information technology or any other relevant disciplines.
- Certifications: MCSE/ ITILv4 / ISO 20000 Implementer.
Skills
General Skills:
- Customer Focus.
- Required Arabic Speaker.
- Strong Interpersonal Skills.
- Excellent command of the English language (written & oral).
General Remarks:
- The role is for Diyar United Company- Kuwait
- Bilingual Skills/ Arab nationals .
- Female Gender is preferable
- Kuwait based / Transferable Visa
- Immediate Joiners is a preference .
- Flexible working hours.
- The Budget of the role is up to KWD 900/-
Job Details
Job Location - Al Kuwait, Kuwait
Company Industry - IT Services
Company Type - Employer (Private Sector)
Job Role - Information Technology
Employment Type - Full Time Employee
Monthly Salary Range - $2,000 - $3,000
Number of Vacancies - 2
Preferred Candidate
Residence Location: Kuwait
Nationality: All Arab Countries
Degree: Bachelor's degree / higher diploma