Senior Executive

11 hours ago


Kuwait City, Al Asimah Ooredoo Full time

VAC9505 - A Senior Executive position for a B2B Support specialist at Ooredoo Kuwait.

Job Description:

The role involves providing first-level support and technical assistance for incoming queries and issues related to B2B customers. Additionally, second-level support is required for B2C customers.

Key Responsibilities:
  • Deliver efficient support for B2B customers over the phone with a focus on achieving first call resolution KPIs.
  • Elevate non-resolved cases to relevant departments as per Call Center procedures.
  • Foster collaboration with concerned departments to ensure regular progress updates are shared with customers.
  • Identify and escalate critical situations requiring immediate attention to the shift leader.
  • Obtain customer confirmation before closing any trouble ticket and provide a suitable conclusion on remedy systems.
  • Maintain adherence to Call Center KPIs and defined service levels set in employee yearly objectives.
  • Respond to email messages from customers seeking assistance and initiate contact if necessary.
  • Configure customer devices step-by-step.
  • Troubleshoot last-mile and access equipment related to DSL, GPON, Fiber, 4G, and Wireless subscriptions.
  • Verify that customer-subscribed speeds align with service subscriptions defined in the Company CRM.
  • Perform additional configurations as per customer requests within their subscription bundle and eligibility.
  • Monitor backbone links, network equipment, international circuits, and VIP customers.
  • Open tickets for received alerts and escalate the case to the concerned department.


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