Account Relationship Manager

2 weeks ago

Kuwait City, Al Asimah Ooredoo Qatar Full time

Ooredoo Qatar is a dynamic and innovative company that is constantly seeking ways to improve our services and deliver exceptional customer experiences. As an Account Relationship Manager, you will play a crucial role in building and maintaining strong relationships with our corporate customers, ensuring that they receive the highest level of service and support.

This role involves managing post-sales account relationships for corporate customers, including mobile and fixed services. You will work closely with Account Managers to provide end-to-end support and guidance for customers/KAMs through any difficulties they may encounter, including tariffs, billing issues, service requests across all products.

The key responsibilities of this role include:

  • Building and maintaining strong relationships with corporate customers
  • Providing end-to-end support and guidance for customers/KAMs through difficulties related to tariffs, billing issues, service requests across all products
  • Attending and supporting walk-in corporate customers who have had issues escalated from KAM, Service delivery team, or corporate collection for CPR customers
  • Adding/cancelling services for B2B customers
  • Handling corporate customers' email groups received from customers internally or externally and ensuring no emails are missed, with replies sent back to customers
  • Contacting customers for unclear requests or unauthorized senders
  • Contacting customers to collect pending items with SDT
  • Attending meetings with KAM for corporate customers who have issues in billing, network, complaint, or other operational issues
  • Providing customers with contract details, copies of their Offer by coordinating with Archiving team
  • Providing account summary reports when needed for customers or KAM (after investigation if required by customers)
  • Acting in support of Account Managers by addressing basic customer queries and sending the latest offers while keeping KAM informed
  • Coordinating with Technical Division to resolve customer problems related to network, billing, coverage, roaming, etc.
  • Creating users for corporate customers to access the self-care portal after checking customer authority
  • Responsible for handling B2B customer complaints of all types, issues, or inquiries in Remedy in a timely manner
  • Handling MNP complaints for B2B corporates for CPR
  • Being present in all meetings and coordinating with NQD, Network Planning, and Implementation teams to handle all B2B network complaints as top priority
  • Ensuring product knowledge at sufficient levels to accurately advise customers on the entire range of Ooredoo products and services, as well as proactively updating on new products and services
  • Reporting on customers' issues and concerns relating to procedures and products to optimise marketing intelligence gathering
  • Handling future media contacts like live chat, etc.
  • Supporting Auditors in fulfilling all needed information and updating Audit system with resolution time and action
  • Supporting legal team to provide full information about customer contracts and attending court cases with legal team for disputes
  • Coordinating with KAM and finance on B2B verification Process
  • Handling all issues related to promotion in case of agreed activation without attaching TMO or promotion kit due to implementation delay and calculating waiver/refund amount for customers
  • Adding/cancelling services for B2B customers using RAS, My Net Portal, Dbill, etc.
  • Removing promotions and pending OCC of promotions upon management approval
  • Responding to sales requirements and supporting other departments by responding to their email/calls
  • Proactively taking responsibility for self-improvement by staying well-informed of developments, knowledge, and innovations in relevant fields of expertise

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