Customer Service / Call Center

Description:

Do you want to be part of one of the world’s leading and fastest growing brands? A world where ambitions fly high and our people are at the centre of what we do? Are you ready to be responsible of a support team and associated service providers and plan, develop, and assign the activities to ensure the end user peripherals and the onsite support of all services is provided? We are looking for an experienced Customer Support Manager-Cyber Security who will provide support to various sections in Emirates IT such as the problem management and technical teams in order to resolve incidents and problems related to support of deployed hardware. What will I do? Accountable for customers’ satisfaction of all services within their area of responsibility that are deployed directly to their customer (including support, deployment, moves and relocations)Provide recommendations that will ensure a customer focused and cost effective service for the specified customer area. Ensure that support and deployment costs for the assigned customer area are maintained under approved budget and constant improvements are made.Plan manpower requirements and allocate resources accordingly, ensuring that knowledge, experience and communication skills of these resources appropriately fit the assigned customer area. The assignment must take into account that specific customer expectations (e.g. VIP Services) are managed well during direct, personal interactions.Provide support to various sections in Emirates IT such as the problem management and technical teams to discuss and resolve incidents and problems related to support of deployed hardware in the field, application usage and response time monitoring. Ensure reactive problem cases are identified and closed while managing the end to end business services for areas assigned by Manager Business Provide feedback and input to the technical, service request and software teams regarding efficiency measures that affect customers in the assigned business areas to reduce cost of operation in terms of manpower and hardware resources and improve the service to the customer.Ensure proactive maintenance is performed on peripheral devices on a recurring schedule to eliminate possible incidents and minimise possible impacts on customers. Review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.Manage provision of services and support as per the agreed SLA for incident management and service requests, and provide input on service level objectives reports.Provide support services to the business users in line with the overall strategy for the Business area, as directed by BIM. Liaise with BIM/BITIM for delivering services and provide input for strategic planning.Identify and implement a set of minimum standards essential to ensure high customer satisfaction for customer facing roles, in line with the Customer Service Orientation framework.Plan, develop and monitor staff performance. Implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group.

Requirements:

QUALIFICATIONS & EXPERIENCE

What do I need? We are looking for someone who have worked for 8 years in an IT Service and Support management and customer facing environment. To be an ideal candidate, you will need to have an experience in Management, User Support, Infrastructure and Operations, Incident Management, Service Level Management. Excited by the opportunity to be part of a dynamic, successful company like Emirates Group? Give us your talent, commitment and hard work and we’ll give you an exciting world of opportunity. Let’s explore the future together. Apply now!
SALARY & BENEFITS

We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.

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