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).

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