The Help Desk Operator is responsible for managing and supporting inquiries from customers and employees regarding all inquiries. He/ She would provide assistance, guidance, support and ensure that inquiries are addressed effectively. The Operator will undergo a mentorship program to gain comprehensive knowledge of the products and services offered. Utilizing help desk technology, He/ She will manage calls in both Arabic and English languages.

Help Desk Operators strive to meet key performance indicators (KPI's) and success metrics to achieve high scores and enhance their skills

Objectives:

To learn & understand Products/ Services offered by One FM to clients & staff and provide solution & quick response to any query related to Products/ Services of One FM.

To daily manage and resolve in-bound 4-5 simultaneous calls effectively under 5 minutes & achieve 90% resolution rate.

Achieve a 90% score of Success metrics/KPI( key performance indicator) measures for quantitative tracking progress for customer satisfaction and effective operations Timeframe (daily, monthly quarterly and annually)