Executive, Retail Store

The Company

Ooredoo is an organization 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

• Attend to customers at the Retail Store by handling enquiries, providing information on, and selling Ooredoo Telecom products and services.

Key Accountabilities & Activities

• Provides information on Ooredoo Kuwait products and services and refers queries which are beyond knowledge or technical expertise to Help Desk.
• Sell Ooredoo Kuwait products and services as per Ooredoo Policies and take the opportunity to up-sell, where possible to meet sales targets and objectives.
• Seek the opportunity to up-sell and cross -sell, where possible to meet Ooredoo Kuwait objectives that serve targeted segments
• Promote and sell other products within Ooredoo Kuwait product portfolio that enriching consumer and corporate customers value (Telecom. services & devices)
• Promote and sell products related to sister companies (owned by Ooredoo) and maintain fulfilment of customer needs from Fixed and Mobile services
• Apply the needed validation that maintain quality customers acquired
• Receive payments and issue receipts for sale items and outstanding accounts, ensuring accuracy of transactions and correctness of data input to the financial system.
• Attend all required training courses and maintains up to date knowledge of products, services, systems and work processes necessary to do the job.
• Treat retention as important as acquisition for walk in customers
• Apply saver programs to retain Customers as per Retention process, offers and promotions
• Understand customer trends and needs and treat existing customers case by case to offer different retention offers according to needs
• Upsell different Ooredoo products to retain existing customers on higher values
• Act as a focal point between customer and different support departments to solve customers' issues on the spot.
• Follow up with other departments on solving customers issues that requires other departments involvements and provide proper feedback for repeated visits
• Answer customer queries and resolve problems in a professional, courteous manner.
• Provide subscriber feedback information on issues and concerns about procedures and products to improve customer service.
• Dispute of owner ship handling
• SAF request from CCQC and follow ups
• Collection (cancellation against death)
• Arrange debt (installing the debt)
• Content Provider - VAS Activation complaint
• Nojoom Reward program complaint
• Ooredoo PASSPORT
• Ooredoo promotion complaints
• Usage related complaints - Local & Roaming (e.g. extra minutes)
• Proceeds all kind of service transactions as per customer requirements include cash collections
• Assist customers in Redeeming Ooredoo Rewards Programs as per the process.
• Provide the priority services to Nukhba and high value customer as per Ooredoo segmentation.
• Accept B2B Companies & payment responsible customer Payments
• Follows procedure to activate lines, services and Ported In customers in which ensures minimal delays in order to meet subscriber expectations & follow sales validation process (KYC)
• Ensure that all associated paperwork such as contracts, transactions, and correspondence is accurate when servicing customers and scan documents as per the process.
• Ensure the best in class service are provided according to CSAT, Mystery shopper and VOCE criteria
• Representing Ooredoo image as a focal point with customers in terms of treatment, offer all needed information related to subscription and answer inquiries in proper and professional way
• Participate in regular team meetings and Daily briefings to gain a broader awareness of Retail Store activities and to contribute to group discussions, offering a fresh look to identify opportunities for improvement.
• Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
• Play the role of greater when its directed by direct supervisor
• Up-sell and promote company digital platforms and direct customers to process their basic services through it

Qualification

• Diploma in business or a related discipline.