Small enhancements that help save lives

In our second post on Thuraya’s Customer Care services, Edwin Macapagal, Manager of Technical Support, Sales & Customer Support in the Customer Care division writes about his experience in managing a team that almost ‘never sleeps’.

I’ve been with the Customer care team for 4 years and during this time, the team has made a number of enhancements in our service delivery to ensure that customers can always reach us no matter where they are. 

Recently, we implemented a toll free number for customers who have run out of credit or have zero balance. This enables customers to reach out to us, especially in times of distress. Since implementation, there has been an increase in the number of calls received and we were able to help customers connect with their service providers to top-up their credit and also helped save the lives of those in distress. 

One of the most harrowing incidences happened on May 11 this year. We received a call from a mountaineer in the Himalayas. He and his team were stuck on their climb and their life was in danger. They needed to be rescued but had run out of credit on their Thuraya phone. Their attempts to recharge credit through the Phone Recharge service failed and they were unable to top up their subscription. 

However, we isolated the issue and were able to help the mountaineering team by contacting the Service Provider. They were able to top-up their credit and could reach the authorities to be recused within a short period of time. Throughout their ordeal, the mountaineer was in contact with us via SMS and on the phone. This incident showed that the implementation of our new toll-free number was vital in helping to save lives. 

Although we have our challenges, I am proud to be part of a team that is extremely dedicated, with a passion for their job. They are also not afraid to seek counsel when help is needed. For people who are keen on joining us, you should be open to taking on any challenges that comes your way, be a great listener and most importantly, be able to think on your feet so that you can help resolve their issues effectively and in a timely manner. 

The best part of working in the Customer Care division is that we provide 24/7 support for all our customers. Our team’s multi-language skills sets us apart from other customer care teams and creates a cross-cultural environment that is unique and fun to work in. If you are seeking new opportunities where your work can make a difference, come talk to us! 

Connect with Thuraya Customer Care at www.thuraya.com/contact-us

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