Specialist Service Account Management - Ooredoo

Ooredoo is an organisation on the move. Thanks to our dedicated employees we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait we employ approximately 1000 talented people all of whom are driving Ooredoo to be the number one choice for worldclass communications services in Kuwait. In the face of intensifying competition increasingly sophisticated technology and rising customer expectations nothing is more important to our success than our team and its a team that you can be part of.

Ooredoos future is bright and you can be part of our ongoing success.

• Provide post sales account management service for all Corporate Customers including mobile and fixed services providing after sales support and follow up for corporate customers across all channels

• Support the Account Managers in opening new accounts in system (Account Verification)

• End to end support & guide customers/KAMs through difficulties related to tariffs billing issues service requests across all products. maintaining a helpful and customerfriendly approach to meet high level of customer satisfaction for mobile customers taking fixed services or convergence

• Attend and support the walkin corporate customer who had an issue escalated from KAM Service delivery team or corporate collection for the CPR customer.

• Adding/ cancelling services for b2b customer

• Handle corporate customers email group which received from customers internally or externally and ensure not to miss any email and reply back to customer (specific to variety of matters).

• Contact the customer for any unclear requests or unauthorized sender

• Contact the customer to collect the pending items with SDT.

• Attend meetings with KAM for corporate customers who have an issue in billing network complaint or any other operational issue

• Provide customers with contract details copy of their Offer by coordinating with Archiving team

• Provide account summary report when needed to customer or KAM (after investigation if required by customer)

• Act in support of the account manager by addressing basic customer queries on and send the latest offers and keep the KAM informed

• Coordinate with the Technical Division to resolve all customer problems related to the network billing coverage roaming etc.

• Create users for corporate customers to have access on selfcare portal after checking the authority of the customer

• Responsible to handle B2B customer complaint of all types issues or inquiries in Remedy in a timely manner

• Handle MNP complaint for B2B corporates for CPR.

• To be present all the meetings and coordinate with NQD network planning and implantation teams to handle all B2B network complaint as top priority

• Ensure the product knowledge is sufficient levels to accurately advise customer on the entire range of Ooredoo products and services & proactively update on new products & services

• Report on customers issues and concerned relating to procedures and products to optimise marketing intelligence gathering

• Handle any future media contacts type like live chat etc.

• Support the Auditors in fulfilling all the needed information and update the Audit system with the resolution time and action

• Support the legal team to provide full information about customer contracts and attend court cases with legal team for any kind of disputes.

• Coordinate with KAM and finance on the B2B verification Process

• All issue related promotion in case if we agreed to activate the lines without attaching the TMO or promotion KIT due to delay of implementation and calculate the waiver /refund amount for the customer.

• Adding/ cancelling services for b2b customer by using RAS My net Portal Dbill etc.

• Remove promotions and pending OCC of promotions upon management approvalRespond all sales requirements and support other departments by responding all their email/calls..

• Proactively take responsibility for self improvement by staying wellinformed of developments knowledge and innovations in relevant field of expertise.

• Other duties as directed by supervisor or other superiors.

Bachelor degree in business or a related discipline from a recognised tertiary institution desirable.

• 23 required years of experience based on progression ladder in a similar or related function.

• Good general knowledge about various ooredoo Telecom products and services.( fixed & mobile services )

• Strong customer orientation.

• Good communication planning and organisational skills.

• Fluency in written and verbal English and Arabic.