B2B Aftersales Support Specialist

4 weeks ago

Bengaluru, Karnataka, India Zain Full time

Job Description

Note: This role will not be a direct employment with Zain Bahrain. It will be on an Outsource basis by our Outsource supplier.

Job Purpose:

The B2B Aftersales Specialist will play a crucial role in ensuring the satisfaction of our enterprise customers and maintaining strong relationships by actively managing all aspects related to post-sales support for our B2B services and products. This role will involve proactive monitoring, incident handling, and maintaining robust customer relationships to guarantee satisfaction with our offerings.

Main Responsibilities and Duties:
 

Serve as the central point of communication for enterprise customers and internal stakeholders, addressing post-sales support inquiries promptly and professionally. Foster and maintain strong relationships with enterprise customers, ensuring their satisfaction with the offered B2B services and products. Handle all post-sales activities specific to B2B services, including troubleshooting, problem resolution, incident reporting, issue tracking, fault restoration, and handling customer complaints. Provide comprehensive support for the entire B2B product portfolio, including Dedicated Internet Access, Local and Global MPLS, Ethernet to the Business, Fixed Voice, Security Products, SD-WAN, and Wi-Fi Solutions. Implement 24/7/365 monitoring of systems to proactively identify potential issues and ensure network health for enterprise customers. Take the lead in restoring faults whenever possible, minimizing downtime for enterprise customers. Effectively communicate work activities, updates, and resolutions to all relevant stakeholders. Implement and uphold quality standards for all B2B services and products, ensuring compliance with service level agreements (SLAs) and enterprise customer expectations. Conduct regular assessments and audits to ensure compliance with SLAs and quality standards specific to B2B services. Develop new processes and coordinate interdepartmentally to fill any gaps in B2B service delivery. Conduct awareness workshops for change processes and compliance tailored for B2B customers. Maintain a history log for all events and activities related to enterprise customers. Perform all other related duties as assigned by the department.

What Do You Need to Qualify

Bachelor's degree in a relevant field (i.e.: Telecommunications, Information Technology, Computer Engineering). Minimum 3-5 years of proven experience in a B2B customer support or technical support role, preferably within the telecommunications industry. Strong knowledge of the telecommunications products and services listed, with expertise in troubleshooting and problem resolution. Excellent communication and interpersonal skills.

About Us

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region's first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Today, we are a leading mobile voice and data services operator with a commercial footprint in 8 Middle Eastern and Africa countries with a workforce of over 6,000 providing a comprehensive range of mobile voice and data services to over 53 million active individual and business customers as of March 31, 2023.

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