Senior Executive, Personal Account Management (PAM-HVS)

The Company:

Ooredoo is an organisation 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:

Provide superior customer service to an assigned group of customers by
providing personalised contact to the customer either through inbound contact
or an outbound courtesy call. The PAM will be wholly responsible for their
customers in terms of Sales, Service and Support.
Key Responsibilties:

• Receive inbound calls on ‎110 PAM Hotline for Customers related to Sales, Service and Support within set SLA's.


• Respond to email communication such as service enquiries, complaints or promotional events.


• Provide support to customers related to Issuance of Sim Cards/ Devices to dispatch them either locally within Kuwait or Internationally.


• Facilitate the collection / delivery of devices related to new sales or repairs that are under warranty from Ooredoo.


• Outbound Calling to assigned customer segment related to Service / Sales calls as well as invitations to special Ooredoo events.


• Ensuring that customer stays satisfied with Ooredoo services and that customer voluntary churn is minimised on the assigned customer segment. Handle and resolve customer complaints and technical problems experienced by customers across the range of Company products and services, by efficiently following set procedures and maintaining a high level of excellent customer service.


• Describe and escalate problems through the Customer Care systems.


• Investigate complaints through the various relevant internal systems and applications (BSCS/CRM/ Funtech service, MPOS, VAD and others).


• Liaise between Technology and the customer when an issue needs to be escalated for investigation and resolution.Proactively take responsibility for increasing overall usage / spending from assigned customer segment by means of upselling / cross selling.


• Understanding when customers are due to come out of commitment and to ensure customers are retained through personalized sales assistance to commit to new contract.Be well versed with the Company's payment options, bill settlement choices and credit facility payment procedures to accurately advise customers on their options for settling their unpaid bills.


• Keep customers regularly advised of their unpaid bills to ensure timely settlement of outstanding accounts.


• Negotiate arrangements with customers to expedite payment of overdue accounts.Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.


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  Other duties as directed by supervisor or other superiors
  Qualifications:
  

  
  


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  Bachelor degree or similar discipline from a recognized tertiary institution.

  
  

Job specific technical Skills:

• ‎0-‎1 years of experience required.


• Ability to work effectively under pressure.


• Customer service work ethics.


• Fluent verbal and written communication in both Arabic and English.MS Office


• Strong computer literacy and ability to utilise available systems to resolve or escalate customer complains.


• Experience or understanding of configuring handsets, laptops & WNET Devices (USB, routers or any upcoming) for supporting Wataniya Services /Internet Services.


• Knowledge of setting up/ Configuring WNET services with different systems, including but not exclusive to XP, MAC, VISTA, LINUX and mobile PDA.
  Note: you will be required to attach the following:

‎1. Resume / cv