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 :

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