Ooredoo is a leading international communications company delivering mobile, fixed, broadband internet, and corporate-managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia.In Kuwait, Ooredoo established as Wataniya Telecom in 1999, the first privately-owned telecom operator in the country. As part of Ooredoo Group, we bring international standards to the market by providing life-enhancing services to our customers with a focus on social and economic development. A job with Ooredoo doesn’t just mean a paycheck and a desk to sit at; it provides you with an opportunity to grow in your chosen career. As part of a multi-national telecommunication group, it offers you a chance to work in one of the country’s most dynamic and forward-thinking environments.Ooredoo looking for energetic people who are passionate about what they do. If you have ambition, are looking for a special place to grow your career, and want a unique and rewarding work experience, check out Ooredoo job vacancies to see if you can bring your individuality to Ooredoo family.Ooredoo aim to enrich people’s lives, and this includes the lives of our employees. We seek passionate, smart, forward-thinking individuals who are seeking opportunities for growth in their career.
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As one of the world’s fastest-growing telecommunications companies, we’re always looking for dynamic, enthusiastic people to help Ooredoo take the company to new levels of excellence. Are you interested? As an Ooredoo employee, you will be working for an international group that operates in some 17 countries across the Middle East, North Africa and South-East Asia. This means a dynamic lively and thriving atmosphere with so much to learn from and so much to do. Are you up for the challenge?
Available Opportunities
VAC9793 – Executive, Retail Store
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.
Required Experiences & Skills
- Strong customer service orientation.
- Exceptional communication and interpersonal skills.
- Good in written and verbal English and Arabic.
- Maintain confidentiality of sales support function in and out.
- MS Office.
- Related Retail Experience is preferred.
VAC9777 – Account Manager, SOHO / Phono Subsidiary of Ooredoo Kuwait
The Role
- To defend existing customer contract base (farming)
- To grow existing customer contract base (farming)
- To acquire new customers (Hunting)
- To achieve revenue targets set by the sales leadership.
- To achieve total contract value (TCV) targets set by the sales leadership (if appropriate)
Key Accountabilities and Activities
- Proactively identify, qualify and win new Data Centre customers
- Develop a strategy to win targeted major accounts from ISP competitors
- Identify client requirements and prepare a strategic suitable proposal to meet those requirements
- Participate in marketing and product development discussions in order to better analyse customer and market IT needs
- Keep abreast of the market changes & new technologies, proactively predict and utilize market opportunities towards future business growth.
- Identifying potential new clients and business opportunities related to Cloud, IoT, and SAP…
- Generating ways to attract new clients, whether through marketing, tailored offers, specific bundles…
- Liaising with clients in order to identify their needs and make sure the presales team prepares the proposal with the right requirements
- Dealing with client escalations, if any.
- Assist the collection team in ensuring that clients pay on time
- Communicating client agendas to other members of staff, specially presales and the operations teams
- Maintaining a good understanding of clients and their business strategies, and suggest IT and cloud solutions that helps the customers in cutting cost and improve their business
- Acting as the first point of contact for company clientsYTD Billed Revenue Achievement must be greater than or equal to 100% of YTD Billed Revenue Target.
- The weighted Annual Contract Value of pipeline opportunities related to cloud and datacentre, must be greater than or equal to 3 times the annual New Revenue target.
- The Coaching Session Fulfilment Rate must be greater than or equal to 90%.
- Be the first point of contact for large specialised, high end or multinational corporate enquirers that have been referred and qualified by Corporate Lead Management
- Develop on-going relationship with product managers, solution specialist and development team to identify opportunities for growth within the specific target segmentsSupport the Service Account Managers in B2B Sales who have the personal contacts to deal with large multinationals, with technical issues and relationship management, as required.
- Providing on the job coaching to Service Account Managers, as required to ensure that knowledge is shared and sales skills are developed.To work to meet (or exceed) agreed billed revenue targets throughout the financial year
- To use the prescribed Sales Force Automation tool (SFA) or standard Excel Template to record sales opportunities and to ensure that these are:
- Complete
- Up-to-date
- Accurate
- To use the Ooredoo Way of Opportunity Management (The 5 Gate process) to manage sales opportunities through the sales cycle.
Qualifications
Bachelor degree in Business or a related discipline from a recognized tertiary institution.
Other Information
- Required 4 years of experience in sales related to solutions or services, including at least 2 years in Kuwait.
- Excellent presentation skills.
- Well-connected in the business community with strong networking potential and the ability to relate to people at all levels.
- Fluent verbal/written communication in both Arabic and English.
- Strong interpersonal skills
- Good negotiation skills
- The ability to generate ideas
- The ability to prioritise and manage several different tasks at once
- An excellent understanding of client care
- Good motivational skills
- Good common sense and logical thinking
- The ability to relate to a wide range of peopleGood experience in cloud and hosting solutions
- Knowledge in the current technologies being used
- Staying up-to-date with the latest technologies
- The ability to thrive in pressured or stressful situations
- The ability to solve customers’ problems
- Good organisational skills
- Excellent planning abilities
- Good IT skills, Software and hardware
- Good budgeting skills and the ability to handle finances
- Microsoft Office (Word, Excel, PowerPoint)
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