Job Description

Job Summary:

Telecom Corporation is seeking a highly organized and customer-focused Field Service Controller to efficiently manage and allocate tasks to field technicians. The successful candidate will ensure timely service provisioning and restoration, coordinate with multiple departments, and maintain high levels of customer satisfaction through effective communication and problem-solving.

Key Responsibilities:

Oversee and assign scheduled appointments and tasks to field technicians, ensuring timely completion. Address unassigned or returned tasks by reallocating them to appropriate technicians or sections. Focus on current day tasks and reschedule missed appointments to meet service KPIs. Collaborate with stakeholders to balance technician workloads based on expertise and performance. Communicate regularly with customers and technicians to confirm and adjust appointments as needed. Enhance technician productivity by adjusting schedules based on real-time performance and customer requirements. Manually manage scheduling during common issues to ensure business continuity. Allocate return and incomplete tasks promptly to field staff. Engage directly with customers to resolve inquiries, handle escalations, and adjust service plans to ensure satisfaction. Monitor and report on service delivery KPIs and SLAs.

Qualifications & Experience:

School certificate, Diploma, or Bachelor's degree in Telecommunications, Business, Technical, or a relevant field. Minimum 2 years of experience in customer handling or a related field. Experience managing field staff through workforce management systems is preferred. Proficient in English; knowledge of additional languages is an advantage. Strong problem-solving skills and ability to manage complex situations. Effective time management and ability to work under pressure. Willingness to work in different shifts and on holidays as required. Familiarity with KPIs and SLAs in service delivery contexts. Customer-centric mindset with experience handling customer escalations and inquiries. Excellent communication and coordination skills.
Job Type: Full-time

Pay: AED6,000.00 - AED7,700.00 per month

Application Question(s):

Do you have at least 2 years of experience in customer handling or a related field? Are you familiar with managing field staff through workforce management systems? Have you worked with service delivery KPIs and SLAs before? If yes, please provide details. * write your Name | Age| Current Salary| Excepted Salary | Notice Period | Years of experience |