Ooredoo
Senior Executive, Help Desk
- Permanent
- Al Kuwait City, Kuwait
- Experience 2 - 5 yrs
Job expiry date: 08/10/2026
Job overview
Date posted
24/08/2026
Location
Al Kuwait City, Kuwait
Salary
Undisclosed
Compensation
Job description
In this role you will provide superior customer service by handling and resolving technical customer complaints and issues escalated by the Customer Care Inbound team, FT Hotline, management, Retail Store staff, and Sales and dealers at Ooredoo Kuwait. You will provide first level support and technical assistance for incoming queries and issues related to B2C fixed telephony customers. You will handle and resolve customer complaints and technical problems across the range of company products and services by efficiently following set procedures and maintaining a high level of excellent customer service. You are responsible for receiving calls from the 121 Hotline from Retail Stores and dealers, and handling complaints directed to the F2F Help Desk from Retail Store staff. Your responsibilities include handling and resolving complaints by visiting customer premises, performing troubleshooting activities, and collecting payments where applicable. You will respond to email complaints and information requests from Retail Stores, dealers, other departments, and customers directly, and you are responsible for receiving Trouble Ticket requests through the Call Centre, F2F Help Desk, and Sales Support team. You will investigate complaints through relevant internal systems and applications such as BSCS, CRM, Funtech service, MPOS, and VAD, liaising between Technology and the customer when issues need escalation. In this role you will troubleshoot customer last mile and access equipment related to DSL and GPON subscriptions, troubleshoot Wi-Fi issues on customer CPEs, and ensure customer subscribed speeds match service subscriptions defined in the company CRM. You will also provide training on BSCS, CRM, and WMNET provisioning for new and existing staff, and prepare various daily reports including reconciliation and agent performance reports.
Required skills
Key responsibilities
- Handle and resolve customer complaints and technical problems experienced by customers across the range of company products and services
- Receive calls from the 121 Hotline from Retail Stores and dealers
- Handle and resolve customer complaints and technical problems directed to the F2F Help Desk from Retail Store staff
- Handle and resolve complaints by visiting customer premises and performing troubleshooting activities, collecting payments where applicable
- Respond to email complaints, information for promotions, invitations, and other key events from Retail Stores, dealers, other departments, and customers
- Receive Trouble Ticket requests through the Call Centre, F2F Help Desk, and Sales Support team
- Handle payment transactions from customers wishing to pay bills and top up mobile credit
- Describe and escalate problems through Customer Care systems
- Investigate complaints through relevant internal systems and applications such as BSCS, CRM, Funtech service, MPOS, and VAD
- Liaise between Technology and the customer when an issue needs escalation for investigation and resolution
- Provide training for BSCS, CRM, and WMNET provisioning for new and existing Retail Store, Customer Care, and Sales staff
- Gather customer information from various departments and investigate facts under Team Leader supervision for complaints or legal issues
- Follow up on escalated Trouble Tickets with other departments including tech, finance, marketing, sales, and customer care
- Provide efficient phone support for B2C customers with a focus on first call resolution KPI
- Escalate non-resolved cases to concerned departments per Interaction Center procedures
- Follow up on progress of complaints settlement with involved departments and keep customers informed
- Identify and escalate urgent situations to shift leader or supervisor
- Obtain customer confirmation before closing trouble tickets and provide proper resolution notes
- Adhere to Interaction Center KPIs and defined service levels
Experience & skills
- Hold a diploma or bachelor's degree in Computer Science, Engineering, or a related field
- Be a fresh graduate or have relevant experience
- A+, MCSE, or CCNA certification is preferred
- Bring 2 to 3 years of experience based on the progression ladder
- Demonstrate network experience covering basic routing and switching knowledge
- Show experience with Wi-Fi network configuration and troubleshooting
- Be proficient in both English and Arabic languages
- Demonstrate knowledge and experience of customer service practices and call center processes
- Have experience with DSL media troubleshooting and configuration
- Have experience with GPON media troubleshooting and configuration