WorldLink Communications

Head - Enterprise Customer Support

WorldLink Communications

Head - Enterprise Customer Support

WorldLink is the largest broadband service provider in Nepal employing over 5,000 people and connecting over 750,000 households over its own nation-wide, state-of-the-art optical fiber network. Today, over 3.4 million netizens use WorldLink to access the Internet, representing around one-third of all active Internet users in the country. Around 1.75 million TV viewers use WorldLink’s IPTV services to watch live TV and video-on-demand entertainment. Established in 1995, WorldLink is a rare success story of patience, perseverance and persistence in Nepal. As a result, WorldLink has attracted the largest foreign private equity investment in Nepal, with investments from BII and Dolma Fund.

WorldLink is the largest broadband service provider in Nepal employing over 5,000 people and connecting over 750,000 households over its own nation-wide, state-of-the-art optical fiber network. Today, over 3.4 million netizens use WorldLink to access the Internet, representing around one-third of all active Internet users in the country. Around 1.75 million TV viewers use WorldLink’s IPTV services to watch live TV and video-on-demand entertainment. …

Head - Enterprise Customer Support

Views: 2047 | This job is expired 9 months ago

Basic Job Information

Job Category : IT & Telecommunication > Customer Support
Job Level : Senior Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : Kathmandu
Offered Salary : Negotiable
Apply Before(Deadline) : Aug. 17, 2023 23:55 (9 months ago)

Job Specification

Education Level : Under Graduate (Bachelor)
Experience Required : More than 6 years
Professional Skill Required : Motivational Technical Support
Other Specification
  • Bachelor's degree in Business Administration, Management, IT or a related field with 6+ years of experience (MBA will be an added advantage)
  • Proven experience in managing customer support teams, preferably in the telecommunications or ISP industry.
  • Excellent leadership and team management skills, with a track record of motivating and developing support professionals.
  • Strong technical acumen and understanding of internet and networking technologies.
  •  Demonstrated problem-solving skills, particularly in managing complex customer issues and escalations.
  • Ability to thrive in a fast-paced environment and manage multiple priorities with a focus on delivering high-quality support to enterprise customers.

Job Description

  • Build, lead, and mentor a high-performing team of Enterprise Support Supervisors & Representatives, providing guidance and support to ensure their success.
  •  Develop and implement a customer support strategy tailored to enterprise customer needs.
  • Act as the primary point of contact for critical customer escalations, taking ownership of complex issues and guiding the support team toward timely and effective resolutions.
  • Work closely with technical teams to facilitate swift issue resolution and provide regular updates to customers until their concerns are fully addressed.
  • Analyze support metrics and KPIs to assess performance and drive improvements.
  • Collaborate with cross-functional teams to address customer feedback and improve product offerings.
  • Foster a customer-centric culture and maintain strong relationships with key customers.
  • Conduct regular training sessions for the support team, focusing on product knowledge, technical skills, and effective communication.
  • Continuously evaluate and optimize support processes for efficiency and effectiveness. 
  • Stay updated with industry best practices and emerging trends in customer support, sharing relevant knowledge with the team to enhance their expertise.

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