Key Accountabilities
- Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
- Create and own the Trouble Tickets until resolution
- Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents
- Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
- Ensure conduct of behavior and representation of du values at all the times.
- Work collaboratively with the team to ensure company image and brand values are illustrated at all the times
- Advise the manager regarding new opportunities that may be developed with current customer as well as new prospects.
- Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.
Qualifications:
- Minimum Diploma
- CCNA/CCNP/ITIL Certification preferred
Experience:
- A minimum 2 years of experience preferably in customer service within an International IT / Telecommunications organization.
- Experience Service Support and or Delivery role.
- Good understanding of ITIL for service management
Skills:
- Basic knowledge of Cloud Services (VMware and Open stack)
- Keyboard proficiency and PC skills (MS Office and MS Outlook).
- Customer Service focused and Sales orientated
- Team player
- Flexible approach towards work
- Self-motivated / Self-starter
- Able to work in shifts
- Problem solving / Analytical skills
- Strong communication skills written and verbal in one, but preferably two of the following
- Languages – Arabic / English preferred