Job Description

Date Posted: 2010-07-28 Ref. JB1549634

GSM Technical Support Supervisor

• Provide input and support to Team Leader/Supervisor highlighting any issues or opportunities.
• Maintain and develop specialist product, process and/or system knowledge to act as a centre of expertise for their area of specialism.
• Maintain an ongoing relationship with key customers and Sales staff.
• Assess and Address customer issues and concerns in order to provide total customer satisfaction and retention.
• Prepare reports and internal documentation to facilitate and improve Customer Care offerings or key areas for business process improvements.
• Provide guidance and assistance to new or less experienced staff through creative comebacks.
• Run for daily, weekly and monthly reports to make sure the accuracy of the operation’s workflow.
• Responsible for participating weekly meetings and resolve pending issues.
• Work closely with engineers, product managers, and sales engineers to initiate closed loop escalation matrix.
• Manage monthly one-to-one get to get hers, so team members could exchange experience and share knowledge.
• Conducts effective team evaluations and mentors those with less experience through creative comebacks.
• Keep teams well informed of changes within the network and communicate emerging business updates periodically.
• Supervise and monitor call GSM representative to achieve the customer support objectives.
• Monitor the receiving and handling of customer call and SR and provide the necessary on the job training of GSM representative.
• Ensure the tracking and logging of customer call and SR are well documented.
• Supervise handling customer enquiries and complaint and respond to them in professional and courteous manner to deliver a customer service in line Mobily customer support standards.
• Act as appoint of referral for colleagues,providing specialist knowledge and/or handling difficult case.

Skills

Knowledge/Education
• The role requires computer science & network diploma

Relevant Experience & Skills
• Around 3-4 years Customer Service experience
• Strong interpersonal skills
• PC literate
• Fluent in Arabic and English

Education

computer science & network diploma