Business Retail - Agent

Key Responsibilities:

• Greet and assist B2B customers at retail and partner shops, understanding and categorizing their requests (new services, modifications, terminations, care requests, or validated service requests).
• Validate customer identity, authorization, and supporting documents for compliance before processing orders.
• Handle order entry in CRM/Order Management systems, including creation of new accounts, billing setup, service activations, and modifications.
• Process wireless services (Shahry, Hala, mobile broadband, SIM replacements, etc.), wireline products, and complex leads in coordination with order management.
• Conduct credit checks, credit limit configuration, and escalate cases requiring approvals to relevant teams.
• Prepare, submit, and track orders, ensuring accuracy and completeness of documentation.
• Deliver products and services (SIMs, devices, etc.) after verifying authorized collection and obtaining proof of delivery.
• Liaise with order management, credit control, fraud management, and account management teams for order approvals, exceptions, or escalations.
• Ensure timely service activation, customer confirmation, and closure of service requests (SR/SSR) in the system.
• Support bulk SIM activations in compliance with defined limits and policies.
• Suspend/reactivate services where documents are incomplete or non-compliant, in line with defined timelines.

Requirements:

• Bachelor’s degree in Business Administration, IT, Telecommunications, or related field.
• 4–6 years’ experience in B2B customer service, order management, or telecom/IT operations.
• Strong knowledge of CRM/Order Management systems and service request processes.
• Experience handling telecom products (wireless, wireline, mobile broadband, SIM management, etc.) preferred.
• Good understanding of compliance, credit control, and fraud management practices.
• Excellent communication and customer handling skills.
• Ability to work cross-functionally with retail teams, channel partners, and backend support units.
• Fluency in English (Arabic is an advantage).