CLIENT SUPPORT |
|
Client Support is the heartbeat of our business
Client Support works 24/7/365 from our local offices all over the world to provide smooth and problem-free file flows for our clients. The overall aim is to ensure the correct foundation for client revenue generation with minimum time delay.
How we support clients
Our Client Support Officers work proactively to ensure that client files are received, processed and sent correctly. Client Support identifies file-related problems and helps clients to solve them within a very short timeframe – and with minimum client involvement.
In order to fulfil our aim of providing the best support possible, we take a worldwide approach to client support requests. As a result, we have dedicated, specialist teams which handle specific types of requests from clients across the world.
We continuously evaluate our support and make whatever changes are necessary to better support our clients. We invite clients to provide comments and evaluation of our support on an ongoing basis.
Online Services
All MACH clients receive access to important operational and management information, directly on our password-protected website. We provide advanced and in-depth online systems via the MACH Portal client extranet and the Service Ticket system; our main Client Support interface. To read more, click here.
If necessary, clients can always send an email to their local MACH office, also to 24 hour Support at cs.24h@mach.com.
Who we are
More than 80 employees work in Client Support worldwide. Our team is multinational and multilingual and has been assembled on the basis of dedication, enthusiasm and experience - many have previously worked for mobile operators.
Below you will find some views of our employees on how we work in MACH Client Support.
Shaheer Shoukry, Senior Client Support Officer in our office in UAE “Working in the Client Support department in the Middle East is challenging. It requires a lot of personal skills such as focus, responsibility, confidence, decision making and communication and, above all, the ability to work in a team.
I'm glad that, during the five plus years I've been working within MACH client support, we have been able to provide our clients with a satisfactory, professional service through our daily communication and support."
Bettina Slotorup, Client Suport Manager in our office in Denmark “Our team-based approach to supporting clients has given me great opportunities to be in daily contact with clients and colleagues all over the world. The multi-cultural Client Support Team learns a lot from each other, and I find it beneficial to work across borders. Many of our client contacts and colleagues have been in the roaming business for a long period of time and this creates special relationships which support our joint efforts on behalf of our clients.”
