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Job description / Role
Our client is a leading international telecom provider.
Key Purpose of the Role:
Manages the ordering and delivery of circuits and Customer Premises Equipments (CPE) orders in several countries of the Middle East & North Africa region.
Responsible for management, reporting, escalation and customer interface.
Principal Responsibilities:
• To receive and validate customer order and entry to BT Order Management system.
• To perform telephone site surveys with in country contact to ensure ready for service and identification of client remedial actions.
• To place orders for service components (e.g. access, CPE) to external suppliers in the Middle East and North African region
• To follow up on order progress and maintain BT order management database documented on a regular basis including use of exception codes and escalation tool.
• To have direct contact with suppliers in the Middle East region (to check order progress and be aware of issues) & to establish a good relationship and trust with those suppliers.
• To schedule and ensure attendance for the 'Test & Turn Up' call of all relevant parties and assist as mush as possible to allow a successful result.
• Escalate cases to the Team Leader or Project Manager where customer committed dates are in danger of being missed.
• Pro-actively inform the Project Manager in selling country on any problem with customer impact
• To always be up to date on processes, procedures, and systems and application related to in-country service provisioning.
Requirements
Essential Skills & Experience (key competencies)
Experience
- College degree and previous experience preferably in the IT/Telecom industry
- Typically has knowledge/experience of customer services, processes, systems and sales/process cycle.
-Experience of quality measures/Service Level Agreements.
- Experience of multi-national companies, structure and culture aspects
- Customer project management experience or experience in a customer facing operation
- Experience in ordering and service provisioning tools
Desirable Skills & Experience:
Experience
-Technical knowledge of the telecom and data networks in general
- Experience within a Customer Service and Telecom environment
Skills
- Fluent spoken Arabic
- Able to interact with varying levels of management
About the Company
At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. With over 50 years’ success under our belts and a workforce of 10,000+ people across 32 countries, we’ve evolved to put our customers at the heart of everything we do.
So much more than a specialist recruitment business, what really sets us apart is our knowledge through scale, deep understanding and our ability to meaningfully innovate for our customers. By providing advice, insights and expertise on issues you face today in the fast-paced world of work, we help you make the right decisions for tomorrow.
Offering an unrivalled suite of recruitment and workplace solutions, whether you’re looking for what’s next in your career, or have a gap to fill, we’ll help you get where you want to go.
You can rely on us to deliver today and help you plan for tomorrow.