ZAIN1066 - Head of Enterprise Support Service
-
OperationZain Kuwait
-
DivisionCommercial
-
LocationKuwait - Kuwait City
-
Closing Date26-Jun-2024
About Zain
About the Role
The Head of Enterprise Support Service is responsible for leading and managing the support service team and overseeing the overall operations of the enterprise support services department at Zain. The Enterprise Support Service Department Manager is also responsible for setting departmental goals, managing resources, ensuring service excellence and high customer satisfaction.
Your responsibilities will include but not be limited to:
Lead, manage, and mentor the support service team, providing guidance, support, and performance feedback
Set departmental goals, objectives, and performance targets in alignment with overall company strategies
Oversee the provision of level 3 support to enterprise customers, ensuring timely and effective resolution of technical and billing issues
Collaborate with cross-functional teams within Zain to resolve customer issues that require escalation
Escalate critical issues to appropriate internal teams, such as technical teams, ensuring follow-up and timely resolution
Monitor and track the progress of escalated issues, ensuring timely communication with customers and internal stakeholders
Ensure the maintenance of accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system
Propose innovative technical solutions to recurring issues, and to enhance the operations of ticket handling and workflow management
Provide coaching, mentoring, and ongoing training to support service team to enhance their technical skills, product knowledge, and customer service capabilities
What We Need From You
To be considered for the position, you will need to meet with all of the below requirements:
Bachelor’s Degree required; master’s in business/MBA preferred.
Business, Technology, or a related field/major.
+3 years experience in a Managerial Role
Experience in client-facing roles Or Account Management roles.
Skills:
Ability to lead, inspire and motivate stakeholders towards a common goal
Ability to efficiently manage one's own time and the time of others
Familiarity with business theory and methodology, especially customer value proposition, product (lifecycle) management, pricing and communication / channel management
Ability to troubleshoot problems, analyze large data, perform root cause analysis of issues, and monitor systems
Ability to adapt to new digital technologies and trends remaining at the forefront of innovation
Excellent written and verbal communication skills
Excellent negotiation skills to express ideas and align stakeholders
Solid understanding of the telecommunications industry including the latest technological trends
Strong problem-solving skills and ability to identify and frame key issues
Ability to identify, assess and manage risks
Strong organization and project management skills
Professional Experience:
Managerial role in customer facing role, preferably for a technology company
About Application Process
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Passport-size photograph
- Highest Education Qualification
- Copy of Civil ID/Passport