Virgin Mobile implement work-from-home for its customer care team

Virgin Mobile has set up home working for all employees, including its contact care champions, making it the first mobile brand in the UAE to operate a fully remote customer care centre.

As a fully digital mobile brand, Virgin Mobile is able to deploy work-from-home for its entire customer care team due to innovative chat model and agile digital infrastructure. This is part of Virgin Mobile’s commitment to provide around-the-clock customer service while also ensuring the safety of its people. Customers can connect to any contact care champion 24/7 via social media pages as well as the innovative in-app chat feature on the Virgin Mobile app.

“Our customer service agents, or what we call contact care champions, will continue to be available 24/7 to support our customers over the coming weeks - ensuring mobile users are able to stay connected to their loved ones in these uncertain times. We are proud of the team and really pleased that we are able to support them during these challenging times, as we deliver the same excellent customer service expected from Virgin Mobile,” commented Katie Downs, Head of Online Care at Virgin Mobile UAE.

“Leading from a truly digital proposition, we are well set up to carry out our day-to-day business processes, delivering same efficiency while operating a work from home policy. With everyone being encouraged to stay at home, Virgin Mobile’s digital ethos of seamless connectivity has become more relevant and useful than ever. Every day, we rely on our mobiles to stay connected. But in times like these, we know that staying connected to the people and things you love matters most. We’re working hard to enable our customers to do just that and we are fully equipped to ensure we can keep people connected in this ever-evolving situation,” commented Karim Benkirane, Managing Director at Virgin Mobile UAE.