Help Desk Specialist

About the role

We are looking for a Help Desk Specialist to provide high-quality support to our customers across the MENA region (excluding UAE). The role involves handling inbound calls, emails and live-chat inquiries, ensuring issues are resolved efficiently and customers are kept informed throughout the process.

Key responsibilities

• Respond promptly to time-sensitive queries and escalations from clients and internal departments.
• Deliver first-point-of-contact resolution for the majority of client enquiries.
• Manage and resolve customer complaints for all CMB segments in the MENA region.
• Prioritise workload based on urgency, maintain accurate records and keep customers updated.
• Provide high-level support to the help desk, identifying and resolving complex or critical issues.
• Assist with call, email and live-chat quality monitoring, coaching and consistency checks.
• Meet productivity and accuracy targets defined for the process.

Required profile

• Fluent English with strong verbal and written communication skills.
• Customer-focused mindset with excellent interpersonal abilities.
• Strong organisational and time-management capabilities.
• Ability to work collaboratively with local and global teams.
• Enthusiastic team player, self-motivated and eager to learn.

Required skills

• Proficiency with MS Office.
• Experience with web-based technologies.
• Knowledge of GPS systems (asset).
• Familiarity with Management Information (MI) reporting and real-time management tools.