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.

• ISO20000 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.

Job Details

Posted Date:2024-04-04

Job Location:Kuwait - Al Kuwait

Job Role:Information Technology

Company Industry:IT Services

Monthly Salary:US $3,000