Job closed
Ref: KP751-40
Job description / Role
• To receive fault and information request calls from the customers and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution.
• To monitor the progress of the call from inception to resolution.
• To keep customers informed of the progress of their queries.
• To escalate calls to the Service Desk Manager using predefined procedures where the resolution falls outside agreed targets.
Requirements
• Ability to communicate effectively at all levels of the organization over the telephone and face to face.
• The ability to work under pressure and to handle difficult customers in a positive and confident manner.
• To have keyboard skills and a good understanding of MS Office.
• Experience or Knowledge of Service Desk Toolsets and Service Desk Processes.
About the Company
Smartworld, a joint venture between Etisalat and Dubai World Central, was established in 2008 as a Digital ICT service provider delivering fully integrated and comprehensive managed services across several sectors in the Middle East. Smartworld works closely with government agencies, telecommunications operators, large enterprises as well as small and medium businesses to deliver them unique value.
In the fast-moving and demanding world in which we live and work, once in a rare while a company comes along that actually delivers more than it promises, exceeding the customers needs, beyond their expectations and imagination – A company that is dynamic, innovative and yet completely dependable. A company that raises the bar... That company is Smartworld.
Smartworld depends on its technically advanced next generation infrastructure to deliver best in class customer-aware and lifestyle-enhancing products and services that anticipate customers\' needs. We understand that customers are on-the-go, busy and mobile and expect frictionless and seamless services. By deeply understanding the needs of customers – Smartworld delivers the right products and services at the right time – helping customers simplify their lives, enabling them to transact their businesses and lives easily and ensuring a WOW user-experience from start to finish.