Position Summary

The Head of Enterprise Support Department is responsible for the overall success and performance of the Enterprise Support Department, supporting entire Enterprise Customer Base in the country.

Major Duties & Responsibilities

• Ensure that excellent customer service is being provided at all times.
• Coach, mentor and develop staff. Ensure all customer calls are answered effectively and professionally thus creating a great customer experience.
• Conduct case reviews to provide feedback to technicians and unit heads on handling customer issues.
• Maintain a close watch on performance reports. Ensure consistently high level of client satisfaction.
• Be available as an escalation point for customers and employees when required.
• Serve as a project lead for large corporate client, staying abreast of major issues and managing relationships on a regular basis.
• Schedule on-site visits with key customers.
• Work with the Marketing Managers and concerned IT Managers to identify and resolve issues.
• Create and implement workflow and SLA to optimize handling all types of cases.
• Create, revise and document support process on a regular basis.
• Work closely with the Heads of other departments for implementing changes for process improvisation and achieving better results.