Head Of Help Desk Ooredoo Group
Category: Vacancy
Ad ID: 1268

Kuwait City, Capital Governorate, Kuwait

Posted: 19 Apr, 2016, 10:10 AM
Ad Description

The Role:
Managing Help Desk including HD, F2F & Mobile Service to ensure an efficient and professional level of customer service that focuses on incident handling, incident management and resolution of customer issues across all customer segments, while ensuring close interaction and cooperation with all areas of the organization i.e. Technology/Legal/VIP/distributors/dealers/Retail Stores and sales channels.

Key Accountabilities and Activities:
Ensure planning, prioritisation and management of the activities of Help Desk function to ensure the delivery of the highest standards in customer service.
Develop, gain approval for, and implement policies, processes and procedures that will facilitate the achievement of operational Help Desk objectives.
Deploy resources accordingly to achieve effective and efficient cost control in the course of resolving customer complaints.
Ensure the HD team are managing to prepare procedural instructions for incorporation into comprehensive procedural manuals; e.g. Standard Operating Procedure (SOP), Statements of Work (SOW), etc.
Ensure systems are in place for the production of Help Desk management information reports, relating to call activities and staff performance.
Produce regular reports and participate in analysis to determine trends and take action to improve processes, complaint management and performance.
Participate in cross functional work teams from strategy through to the implementation of new technologies and products, as instructed by the Director, Customer Care.
Ensure the Help Desk teams provide a high level of support to the Distributor / Dealer & Retail Sales Channels.
Liaise with Technology to ensure that all customer related incidents/incidents are escalated to the proper level along with periodic follow-ups where required
Liaise with Finance Division to ensure all financials/invoice related customer issues/incidents are escalated to the appropriate level which includes waivers, refunds and reporting of fraudulent transactions when identified,
Liaise with Sales, POS to ensure all customer related issues/incidents are efficiently addressed as per the set Trouble ticketing processes as well as to provide full support to sales and POS in addressing various queries about Ooredoo ’s product and service offerings including configurations.
Liaise with Dealers, to provide them with full support in handling/managing/escalating customer issues/incidents.
Liaise with VIP department, to provide them with full support in handling/managing/escalating customer issues/incidents on a priority basis.
Liaise with legal department, to provide them with full support in handling and resolving customer related legal issues, including but not limited to attending legal hearings in the court, providing testimony or informational evidence on behalf of Ooredoo.
Ensure the Head of Customer Care is kept informed via regular progress reporting, and ad hoc of issues of significance e.g. systems outages, failures being proactively flagged for escalation / resolution
Ensure the Planning, prioritisation and management of the activities of the F2F Help Desk function located in the Retail Stores to ensure the provision of efficient and professional customer service on technical .
Ensure that the communication channels and procedures within Customer Care or within other divisions are utilised effectively, to ensure information flow from the Help Desk results in fast escalation of issues that need to be moved on
Build controls and audit trails for all the activities that involve customer compensation and payments
Direct manage Mobile services to ensure the teams handles customers complaints and technical problems experienced by customers across the range of Ooredoo products and services, by efficiently following set procedures and maintaining a high level of excellent customer service
Ensure that complaints for example (BB,W-Net &NOP) are mapped and to solved at the Customer promises.
Proactively manage and motivate the team to be highly professional and results oriented
Work to improve employee performance through personal coaching and identifying training and development needs.Provide input for the Individual Development Plans (IDP) to ensure they are completed for all staff in accordance with Ooredoo policy.
Recruit reporting staff as required. Conduct annual performance appraisals (Performance Management System) and ensure targets and objectives are set, monitored and achieved.

3 + years management experience.
Coaching and supervisory skills.
Ability to work effectively under pressure.
Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
Fluent verbal and written communication in both Arabic and English.
Strong planning and organisational skills.
Analytical and problem solving capabilities
Good Project Management experience.
Bachelor degree in a Telecommunications, IT or a related discipline from a recognised tertiary institution.
MS Office
Strong knowledge of telecommunications products, services, systems and procedures

Employer want to submit job applications through their website at: Apply Online

Company:  Contract: 
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