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! 

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A burst of new talent at Thuraya

Last year, we kicked-off our Young Innovative Internship Program (YIIP) which is designed to work with local universities to source, recruit and train UAE National interns for the different divisions within the company.

Through career fairs locally and internationally, the program attracted over 500 applicants, all keen on pursuing a career in the burgeoning satellite industry in one of the fastest growing regions.

This summer, we welcomed six new engineering interns from Khalifa University of Science, Technology & Research, who will embark on a six-week internship with the Technology and Strategy and Business Development divisions.

They are:

Mohamed Fikri, Communication Engineering

Abeer Al Yammahi, Electrical & Electronic Engr.

Nasir Al Nimr, Communication Engineering

Ahmed Ayoun, Aerospace Engineering

Ali Al Mahdi, Communication Engineering

Rashid Al Memari, Electrical & Electronic Engr.

“We are very excited to be working with students from Khalifa University of Science, Technology & Research through our YIIP program. We aim to nurture young minds so that we can innovate and elevate the satellite industry,” said Ahmad Al Shareef, Vice President of Human Resources and Support Operations.

Thuraya has long prided itself in attracting and developing national talent in the satellite communications sector. Over the years, the company has recruited, trained and established the global careers of a significant number of homegrown talents who were responsible in establishing Thuraya within the global satellite industry.

When asked what drives her interest in Thuraya, Abeer Al Yammahi, Electrical & Electronic Engr said, “Thuraya’s purpose of “We Save and Improve Lives” inspired me to be part of an effective organization that not only provides telecommunication services to the public, but also helps saves lives of users who are in remote locations, especially when unexpected accidents happens.”

It certainly feels good to see that Thuraya has inspired our young talent!