Job closed
Ref: RP962-35
Job description / Role
Provide high quality customer service to V.VIP customers by managing inbound & outbound communications via phone and/or email
Customer Support:
- Answer calls professionally and according to script. Listen to and understand customer needs
- Identify the existence of readily available solutions and provide these solutions to customers immediately
- Escalate customer queries/issues to technical support otherwise
- Log and maintain complete and accurate tickets for every customer interaction
- Proactively identify and escalate any suspicious security related incidents
Customer Relationship Management:
- Manage and resolve all customer enquiries, issues and complaints until final resolution
- Proactively work with the relevant groups and team members in order to provide a quick turnaround and effective resolution to the customers' needs
- Act as a single point of contact (SPoC) and take ownership for all service support matters related to the customer in line with the approved segmentation rules, policies and processes
- Maintain, progressively enhance and deliver a positive customer experience at all times
Provide highest standards of Customer Service:
- Service through efficient management and administration of Trouble Tickets and Work Orders (non-resolved customer enquiries) escalated to Level 2 Support / One Stop Shop
- Responsible for the overall ownership of trouble tickets and work orders - creation, management, resolution, closing and providing customer feedback (close looping)
Requirements
Technical Skills
- Experience in customer service / contact center / V.VIP service desk environment within an International IT / Telecommunications organization is preferred
- Experience in Customer Service and Service Management is preferred
- Good understanding of V.VIP clients' needs
- Good understanding of V.VIP data sensitivity
- Tech savvy, inquisitive and fully computer literate
- Must be a UAE National
- Good technical skills at large and ability to adapt and learn new system-based service fulfillment activities quickly
Required Certifications/Qualifications
- Bachelor's Degree in Engineering, Computer Science
- Strong problem-solving ability and analytical skills
- Good working knowledge of MS Office tool
About the Company
DarkMatter is transforming the cyber security landscape. Headquartered in the UAE and operating globally, we're the region's first and only fully integrated digital defence and cyber security consultancy and implementation firm. Our elite team of global experts deliver advanced, next-generation solutions to governments and enterprises across the cyber security spectrum.
We help clients simplify the enormous complexity of today's ever-evolving cyber threats. Our vision is to protect the future by securing its technologies. Innovation and Research are cornerstones to our development and the activities in these areas underpin our entire range of offerings, including Secure Communications, Public Key Infrastructure and Big Data & Analytics products.