Executive, Interaction Center

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 efficient Contact handling and Contact Management services across
various channels supported by the Contact Center which includes, but are not
limited to Telephone, Chat, Email and social media communications.
Key Accountabilities and Activities
* Provide efficient support to customer service enquiries by ensuring contacts are answered promptly and meet the contact type handling targets set, whilst ensuring high customer satisfaction.
* Ensure that product knowledge is at sufficient levels to accurately advise customers on the entire range of Ooredoo products and services.
* Ensure that all contact types are answered to customer satisfaction and more complex ones are escalated as appropriate.
* Analyse and resolve customer queries and requests within set procedures.
* Undertake all procedures required by system and keep the database regularly updated.
* Report on customers' issues and concerns relating to procedures and products to optimise marketing intelligence gathering.
* Proactively keep updated on new products, services, systems and work processes to provide efficient and quality customer service.
* Close sale, where possible, by matching customer requirements to products/services on offer to meet sales targets.
* Perform proactive outbound campaigns to customers to capture customer feedback, satisfaction on products/services. Convey complaint/trouble ticket status, collect debt.
* Handle other media contact types like email, chat etc. to handle customer contacts initiated through those channelsProvide customer feedback on Social Media Channels to Marketing Department on comments relating to Marketing Promotions, Pricing etc.
* Keep up to date with Ooredoo Social Media channels in order to support current promotions offered by our Social Media Team. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
* Other duties as directed by supervisor or other superiors.
Qualifications
‎2 year diploma in business or a related discipline