We are currently looking for a Lead - IT Customer Support who can perform the below:
Bachelors Degree in Computer Sciences / IT / Engineering
Minimum 8 years of total experience in an IT Customer Support role and 3 years of experience in team management role
Customer Support and Escalations
Manages Operations for the respective account assigned and ensures effective service delivery and day- to- day operations
Monitor progress against KPI s set in order to ensure optimum service levels are being provided to the Client
Aligns closely with the needs of the client while retaining management responsibility for the Customer Support team
Participates in review process meetings with clients to discuss current performance of Customer Support levels against targets
Responsible for resolving client issues, proposing solutions and escalating to the respective business unit
Ensures and monitors processes are in place to proactively prevent system failure through rigorous management
Responsible for all client communications, conflict resolution, and compliance on client deliverables
Team Management and Resourcing
Oversees aspects of training and continually developing a highly competent and motivated Customer Support team
Mentor, support and provide the team with hands-on technical leadership to enhance the overall customer experience
Manages the effective achievement of department objectives by setting individual objectives, managing performance, developing and motivating staff, providing formal and informal feedback and appraisal in order to maximize team performance
Liaisons with Other Business Units
Interacts with respective business units to plan and execute Client requirements and set proper client expectations, Policies, Systems and Procedures
Ensures and recommends improvements to policies and directs the implementation of procedures and controls covering all areas of Customer Support so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service
Understand and embrace the corporate information security framework and perform duties according to the policy, procedures, standards, and guidelines
Quality Management and Continuous Improvement
Ensures compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service
Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account best practices, improvement of business processes, cost reduction and productivity improvement
MIS and Reports
Responsible for submission of timely and accurate reports(weekly, monthly, annually) to meet emaratech’s reporting requirements.
To Apply: To express your interest in the above vacancy please submit your CV along with the below details.
LinkedIn URL Reason for looking Notice period (how soon can you start?) Years of Experience Current salary in AED/per month: Salary expectation in AED/ per month: Current location:
We are Emaratech (Emarat Technology Solutions) FZ LLC, a technology and professional services company that specializes in providing consulting, outsourced technology and business strategy solutions for the global corporate and government entities in the Middle East.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases