Band: G2
• Coordinate the team daily activities in order to proactively respond to customers’ needs and ensure that support procedures are being followed.
• Monitor the NOC team handling and make sure that the agreed SLA with the customers is achieved
• Provide reports on Customer support operations and issues
• Act as the first and second level of escalation for both Local & International customers help in resolving complaints and answering questions regarding services and procedures
• Act as the interface with other departments, divisions, hold periodic meetings to ensure the effectiveness of workflow between areas of responsibility
• Identify processes where improvements can be made and take timely action
• Provide analysis and feedback to management staff and business stakeholders regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
• Share in hiring and disciplinary decisions and facilitate staff meetings.
• Analyse customer's feedback and develop new techniques to ensure customers’ satisfaction.
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