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Specialist, Service Account Management

1 month ago

Kuwait City, Al Asimah Ooredoo Full time

VAC9522 - Specialist, Service Account Management

Field: B2B

Contract Type: Full Time - Permanent

Location: Kuwait - Kuwait City

Closing date: 31-Jan-2025

The Company:

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 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class 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 it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

  • 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.

Key Accountabilities and Activities:

  • 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 customer-friendly approach to meet high level of customer satisfaction for mobile customers taking fixed services or convergence.
  • Attend and support the walk-in corporate customer who had an issue escalated from KAM, Service delivery team or corporate collection for the CPR customer.
  • Adding/cancelling services for B2B customers.
  • 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 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 self-care portal after checking the authority of the customer.
  • Responsible to handle B2B customer complaints of all types, issues or inquiries in Remedy in a timely manner.
  • Handle MNP complaint for B2B corporates for CPR.
  • Be present in all meetings and coordinate with NQD, network planning and implementation teams to handle all B2B network complaints as top priority.
  • Ensure the product knowledge is at sufficient levels to accurately advise customers on the entire range of Ooredoo products and services & proactively update on new products & services.
  • Report on customers' issues and concerns 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.
  • Handle all issues related to 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 approval.
  • Respond to all sales requirements and support other departments by responding to all their email/calls.
  • Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
  • Other duties as directed by supervisor or other superiors.

Qualifications:

  • Bachelor degree in business or a related discipline from a recognised tertiary institution desirable.
  • 2-3 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.

Note: You will be required to attach the following:

  1. Resume / CV
  2. Passport-size photograph
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