Service Account Management Professional

1 week ago

Kuwait City, Al Asimah Ooredoo Qatar Full time

Ooredoo Qatar is an organisation on the move, driven by our dedicated employees who continue to work towards our vision to be among the top telecommunications companies in the world. We are a dynamic global player operating in 17 countries across the Middle East, North Africa, and Asia, covering a population of over half a billion people and serving more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented individuals who are all working together to make Ooredoo the number one choice for world-class communications services. 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.

We're looking for a Service Account Management Professional to provide post-sales account management services for all corporate customers, including mobile and fixed services. This role involves providing after-sales support and follow-up for corporate customers across all channels.

The key responsibilities of this role include:

  • Supporting Account Managers in opening new accounts in system (Account Verification)
  • 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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