Sell products by establishing contact and developing relationships with prospects, recommending solutions. Present the product or service favourably and in a structured professional way.
Negotiate and close deals, handle complaints or objections
Maintain relationships with clients by providing support, information and guidance, researching and recommending new opportunities and service improvements.
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· Contact Centre Operations & Performance Management: Oversee and support daily contact centre operations to ensure service levels, productivity, and quality targets are achieved. Monitor real-time and historical performance against KPIs, identify operational gaps or risks and implement timely corrective actions. To maintain operational readiness, maximise capacity efficiency, maintain operational resilience and ensure consistent service delivery across all customer contact channels. Develop and deliver comprehensive management reports detailing complaint trends, performance analytics and service improvement outcomes.
· Leadership & Supervision: Provide strategic direction, motivation and guidance to the complaints management team to achieve and exceed defined performance KPIs. Champion a culture of service excellence, accountability and continuous improvement while ensuring full adherence to quality, service level and productivity standards.
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Support core Linux services and integrations including DNS, NTP, SMTP relay, certificates, authentication, directory integration, and network configuration.
Respond to incidents and service requests within agreed service levels, escalating complex issues with clear diagnostics and impact details.
Execute Linux patching, vulnerability remediation, OS hardening, access reviews, certificate renewals, and configuration changes in accordance with change-management procedures.
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Develop a deep understanding of the company's solutions to effectively address client queries, provide technical recommendations, and drive innovation in solution delivery.
Build and maintain strong relationships with clients, acting as a trusted advisor and ensuring client satisfaction throughout the project lifecycle.
Identify potential risks and issues that may impact digital solution delivery and proactively develop contingency plans to mitigate them.
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Be involved in key discussions with auditees, process owners and relevant stakeholder when carrying out the audit engagements:
Ensure the completion and retention of audit documentation (e.g. audit workpapers, audit reports and documents / information reviewed in the course of carrying out audit engagements);
Provide regular progress updates to the Group Head Internal Auditor on activities carried out;
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Be involved in key discussions with auditees, process owners and relevant stakeholder when carrying out the audit engagements:
Ensure the completion and retention of audit documentation (e.g. audit workpapers, audit reports and documents / information reviewed in the course of carrying out audit engagements);
Provide regular progress updates to the Group Head Internal Auditor on activities carried out;
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Be involved in key discussions with auditees, process owners and relevant stakeholder when carrying out the audit engagements:
Ensure the completion and retention of audit documentation (e.g. audit workpapers, audit reports and documents / information reviewed in the course of carrying out audit engagements);
Provide regular progress updates to the Group Head Internal Auditor on activities carried out;
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Maintaining predefined response time and escalation of issues reported (external and internal).
Preparing the support knowledge and upload it inside Knowledge Base.
Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
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