About KATIM

KATIM is a leader in developing innovative secure communication products and solutions for governments and businesses. As an integral part of the Space & Cyber Technologies cluster at EDGE, one of the world’s most distinguished advanced technology groups, KATIM stands as a beacon of trust in an ever-evolving landscape where cyber risks are a constant menace.

Our aim is to satisfy the growing demand for advanced cyber capabilities by delivering resilient, secure, end-to-end solutions across four fundamental business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications.  

With a global presence spanning from our headquarters in Abu Dhabi to offices in the UAE and Finland, KATIM empowers organisations worldwide with the unwavering assurance that their mission-critical information and communications remain private and secure, no matter the circumstance.   

Welcome to KATIM, where innovation and security converge to redefine the way you protect your most valuable assets in the digital world.

Key Responsibilities

•    Respond promptly to customer inquiries via phone, email, and live chat.
•    Provide accurate information about products, services, and company policies.
•    Assist customers in troubleshooting technical issues and resolving complaints effectively.
•    Navigate computer systems to access customer accounts, update records, and process orders.
•    Document all customer interactions and maintain accurate records in the company's database.
•    Collaborate with team members and other departments to resolve complex issues and improve processes.
•    Meet or exceed performance goals, including call handling metrics, customer satisfaction, and resolution rates.
•    Stay updated on product knowledge, company policies, and industry trends to provide informed support to customers.
•    Demonstrate professionalism, empathy, and patience in all customer interactions.
•    Adhere to company policies and procedures, including privacy and security guidelines.

Experience and Education Qualification

•    At least 2 years of experience in Customer Service within an International IT / Telecommunications organization
•    University Degree in any related field
•    Good understanding of V.VIP clients’ needs
•    Good understanding of V.VIP data sensitivity
•    Good technical skills and ability to adapt and learn new system-based service fulfilment and service management activities quickly
•    Fluent in Arabic – Native Level (Oral & Written).
•    Fluent in English – Native Level (Oral & Written).

Key Skills

•    Excellent communication skills, both verbal and written.
•    Strong problem-solving abilities and attention to detail.
•    Ability to multitask and work efficiently in a fast-paced environment.
•    Proficiency in computer applications and familiarity with CRM software.
 

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