Company:
Ooredoo is an organization on the move. Thanks to our dedicated employees, we continue to move closer to our vision to be among the top 20 telecom companies in the world by 2020.
We are a dynamic global communications company operating in 17 countries across the Middle East, North Africa and Asia. We cover more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ nearly 1,000 talented people, all of whom lead Ooredoo to be the number one choice for world-class telecom services in Kuwait. In the face of intense competition, increasingly sophisticated technology and increasing customer expectations, nothing is more important to our success than our team – a team you can be a part of.
Ooredoo’s future is bright, and you can be part of our continued success.
Role:
Provide superior customer service by handling and resolving customer technical complaints/issues escalated to them by the incoming customer service team, by management, by retail store staff, by sales and merchandisers.
Main responsibilities and activities:
Handling and resolving customer complaints and technical issues faced by customers across the company’s portfolio of products and services, by efficiently following established procedures and maintaining a high level of excellent customer service.
– Receive calls from the 121 hotline from retail stores and merchants.
Handle and resolve customer complaints and technical issues across the company’s portfolio of products and services, encountered by customers directed to an F2F help desk by retail store staff.
Handling and resolving complaints by visiting customer premises, performing problem-solving activities and collecting payments when required.
Respond to email complaints and information about promotions, invitations and other major events from retail stores, merchants and other departments within Ooredoo and directly from customers.
Receiving problem ticket requests through the call center, through the F2F help desk, and from the sales support team.
– Handling payments transactions from customers who want to pay their bills and top up on the mobile phone.
Describe and escalate problems through customer service systems.
Investigate complaints through various relevant internal systems and applications (BSCS/CRM/Funtech Service, MPOS, VAD, etc.)
Liaise between technology and client when an issue needs to be escalated to be investigated and resolved.
Provide training for BSCS, CRM and WMNET for new and existing retail stores, customer service and sales staff.
Collect customer information from various areas within the company, such as technology, call monitoring, finance, etc.) as required and fact-check, under the supervision of the team leader, when there is a customer complaint and/or legal issue relating to customers and private call center services client and coordinate with the legal department accordingly.
Detecting and reporting issues that appear to affect large numbers of customers in the early stages.
– Complete daily reports that reflect the number and type of complaints received.
Act as a resource for technical assistant and as a reference for other team members when needed.
Prepare various reports daily and as required including settlement report (daily income payment report), agent daily activity performance report, investigation report and make recommendations as part of CIP.
Take responsibility for proactive self-improvement by staying well informed of developments, knowledge, and innovations in the relevant area of expertise.
Other duties as directed by the supervisor or other superiors.
qualifications:
Two-year diploma in information technology
other information:
– Ability to work effectively under pressure.
Strong customer service work ethic.
– Fluent in oral and written communication in both Arabic and English.
– Microsoft Office
Strong computer literacy and ability to utilize available systems to resolve or escalate customer complaints.
Experience or understanding of configuring mobile phones, laptops and WNET devices (USB, routers or any upcoming device) to support Ooredoo Services / Internet Services.
Knowledge of setting up/configuring WNET services with different systems, including but not limited to XP, MAC, VISTA, LINUX and mobile PDA.
Note: You will be asked to attach the following:
– Resume / CV
We are a leading international communications company providing mobile, fixed, broadband and managed services to businesses tailored to meet the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching people’s lives and our belief that we can stimulate human growth by leveraging connections to help people achieve their full potential.
Formerly known as The Qtel Group, we have a customer base of $92.9 million and revenue of $9.3 billion in 2012.