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Job Description

A. Job Purpose:

Lead a team of Customer Services Team Leaders and Customer Services Representatives.



B. 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.



C. 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.


C. Experience:

  • +5/- Years experience of IT Helpdesk domain related to IT / Telecom / Banking Sector.
  • Experience in Supervising Helpdesk Applications and Team.


D. Education:

  • Bachelor Degree in the fields of Computer Science or Engineering , Information technology or any other relevant disciplines.
  • Certifications: MCSE/ ITILv4 / ISO 20000 Implementer.


Skills

E. General Skills:

  • Customer Focus.
  • Required Arabic Speaker.
  • Strong Interpersonal Skills.
  • Excellent command of the English language (written & oral).


F. General Remarks:

  • The role is for Diyar United Company- Kuwait
  • Bilingual Skills/ Arab nationals .
  • Female Gender is preferable
  • Kuwait based / Transferable Visa
  • Immediate Joiners is a preference .
  • Flexible working hours.
  • The Budget of the role is up to KWD 900/-


Job Details

Job Location
Al Kuwait Kuwait
Company Industry
IT Services
Company Type
Employer (Private Sector)
Job Role
Information Technology
Employment Type
Full Time Employee
Monthly Salary Range
$2,000 - $3,000
Number of Vacancies
2

Preferred Candidate

Residence Location
Kuwait
Gender
Female
Nationality
All Arab Countries
Degree
Bachelor's degree / higher diploma
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Diyar United Company
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Established in 1980, Diyar has been, since more than thirty years, managing large and complex technology projects. Its high caliber and professional work force, its strategic alliances with leading technology companies, its focus on meeting client business objectives, its investment in technology initiatives that help the economy and society and its commitment to Total Quality Management, Occupational Health & Safety Management and Environmental Management makes Diyar an ideal partner for our client technology and service requirements. As leading IT Company in Kuwait, Diyar experience varies from strategic thinking, project management, business analysis and developing integrated service models suitable for any complex environment to ensure that the services are provided efficiently, professionally and within the service levels.

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