10 Service Excellence jobs in Kuwait
Customer Experience Specialist
Kuwait City, Al Kuwayt
PROCAPITA Management Consulting
Posted 4 days ago
Job Viewed
Job Description
As part of our client’s nationalization initiative, we are invitinglocal nationals to apply for the role ofCustomer Experience Specialist. This position is ideal for individuals who are customer-focused, organized, and capable of managing the end-to-end customer experience across all communication channels.
Key Responsibilities:
- Maintain regular engagement with customers to ensure satisfaction and long-term loyalty
- Communicate courteously via phone, email, social media, or in person as needed
- Follow up on key customer milestones, including occasions, promotions, and company events
- Address and resolve customer complaints in line with company policies, escalating when necessary
- Accurately manage and update customer information within internal CRM systems
- Understand customer needs to identify cross-selling, up-selling, and referral opportunities
- Qualify and refer web leads to the Sales team for further action
- Conduct customer satisfaction surveys and collect insights to enhance service delivery
- Collaborate with internal teams to meet KPIs and prepare regular reports (e.g., SSS, PDSS, lead conversion rates)
- Stay up to date with internal procedures, service standards, and customer service best practices
Skills
Requirements:
- Bachelor’s degree or Diploma
- Bilingual in English and Arabic
- Excellent communication and relationship management skills
- Proficiency in CRM platforms and reporting tools
This advertiser has chosen not to accept applicants from your region.
0
Customer Experience Specialist
Kuwait City, Al Kuwayt
20gramscoffee
Posted 11 days ago
Job Viewed
Job Description
Job Title: Customer Experience Specialist
Join our team at 20 Grams , where you will engage with customers to ensure memorable and personalized experiences.
Responsibilities:- Greeting guests
- Taking orders
- Providing product recommendations
- Handling inquiries and feedback
- Maintaining a welcoming atmosphere
The ideal candidate has:
- Excellent communication skills
- A positive attitude
- A genuine passion for customer satisfaction and coffee culture
This advertiser has chosen not to accept applicants from your region.
1
Customer Experience Specialist
Calo Inc
Posted 11 days ago
Job Viewed
Job Description
About Calo
Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers
Launched in Bahrain in 2019, we have since expanded to 6 countries in the region, delivered millions of meals to our customers, and launched our very own Grab & Go cafe concepts.
We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here.
Role OverviewWe’re looking for a talented, organized, and people-focused Customer Experience Specialist based in Kuwait . You’ll be the local voice of our customers, gathering feedback, handling escalations, and ensuring an exceptional experience across every touchpoint.
In this role, you’ll build strong connections with our customers, coordinate feedback loops, support internal teams, and act as a key liaison for improving customer satisfaction.
Main Responsibilities
Voice of the Customer- Conduct interviews with customers (via phone, video, or in person)
- Organize and coordinate customer focus groups
- Distribute surveys and gather data-driven insights
- Prepare weekly and monthly reports on key metrics (e.g., quality errors, refunds, NPS, etc.)
- Be the main point of contact for escalated cases in Kuwait
- Resolve issues directly with customers with empathy and care
- Support live chat and phone inquiries as needed
- Coordinate with General Manager, Marketing, Operations, Product, and Growth teams
- Report bugs, suggest feature enhancements, and share customer feedback
- Collaborate on improving meals and customer offerings
- Respond to comments and DMs on Calo’s Kuwait-based social media channels
- Represent Calo’s tone and values in all interactions
Ideal Candidate
Qualifications- 1+ year of experience in a customer service or support role
- Strong written and verbal communication skills in both Arabic and English
- Experience using tools like Intercom, Zendesk, or similar systems
- Comfortable using data to support customer experience insights and reports
- Strong organizational and coordination skills
- Empathetic, people-first, and passionate about great service
- Calm and composed under pressure or in challenging situations
- Detail-oriented, especially when communicating important information (e.g., nutrition, pricing)
- Proactive and solution-oriented, with a strong sense of ownership
- A team player with a positive attitude and a growth mindset
Perks that come with this role:
- The chance to build something meaningful in a growing market
- Access to Calo’s delicious meal subscription
- Competitive compensation and stock options
- A vibrant, purpose-driven culture surrounded by passionate colleagues
This advertiser has chosen not to accept applicants from your region.
2
Customer Experience Specialist
Kuwait City, Al Kuwayt
PROCAPITA Management Consulting
Posted 3 days ago
Job Viewed
Job Description
As part of our client’s nationalization initiative, we are inviting local nationals to apply for the role of Customer Experience Specialist. This position is ideal for individuals who are customer-focused, organized, and capable of managing the end-to-end customer experience across all communication channels. Key Responsibilities: Maintain regular engagement with customers to ensure satisfaction and long-term loyalty Communicate courteously via phone, email, social media, or in person as needed Follow up on key customer milestones, including occasions, promotions, and company events Address and resolve customer complaints in line with company policies, escalating when necessary Accurately manage and update customer information within internal CRM systems Understand customer needs to identify cross-selling, up-selling, and referral opportunities Qualify and refer web leads to the Sales team for further action Conduct customer satisfaction surveys and collect insights to enhance service delivery Collaborate with internal teams to meet KPIs and prepare regular reports (e.g., SSS, PDSS, lead conversion rates) Stay up to date with internal procedures, service standards, and customer service best practices Skills Requirements: Bachelor’s degree or Diploma Bilingual in English and Arabic Excellent communication and relationship management skills Proficiency in CRM platforms and reporting tools
#J-18808-Ljbffr
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.
3
Customer Experience Specialist
Kuwait City, Al Kuwayt
Calo Inc
Posted 4 days ago
Job Viewed
Job Description
About
Calo Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers Launched in Bahrain in 2019, we have since expanded to 6 countries in the region, delivered millions of meals to our customers, and launched our very own Grab & Go cafe concepts. We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here. Role Overview
We’re looking for a talented, organized, and people-focused
Customer Experience Specialist
based in
Kuwait
. You’ll be the local voice of our customers, gathering feedback, handling escalations, and ensuring an exceptional experience across every touchpoint. In this role, you’ll build strong connections with our customers, coordinate feedback loops, support internal teams, and act as a key liaison for improving customer satisfaction.
Main Responsibilities Voice of the Customer
Conduct interviews with customers (via phone, video, or in person) Organize and coordinate customer focus groups Distribute surveys and gather data-driven insights Prepare weekly and monthly reports on key metrics (e.g., quality errors, refunds, NPS, etc.)
Escalations & Complaints Handling
Be the main point of contact for escalated cases in Kuwait Resolve issues directly with customers with empathy and care Support live chat and phone inquiries as needed
Internal Communications
Coordinate with General Manager, Marketing, Operations, Product, and Growth teams Report bugs, suggest feature enhancements, and share customer feedback Collaborate on improving meals and customer offerings
Social Media Engagement
Respond to comments and DMs on Calo’s Kuwait-based social media channels Represent Calo’s tone and values in all interactions Ideal Candidate Qualifications
1+ year of experience in a customer service or support role Strong written and verbal communication skills in both Arabic and English Experience using tools like Intercom, Zendesk, or similar systems Comfortable using data to support customer experience insights and reports Strong organizational and coordination skills Personality
Empathetic, people-first, and passionate about great service Calm and composed under pressure or in challenging situations Detail-oriented, especially when communicating important information (e.g., nutrition, pricing) Proactive and solution-oriented, with a strong sense of ownership A team player with a positive attitude and a growth mindset Perks that come with this role: The chance to build something meaningful in a growing market Access to Calo’s delicious meal subscription Competitive compensation and stock options A vibrant, purpose-driven culture surrounded by passionate colleagues
#J-18808-Ljbffr
Calo Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers Launched in Bahrain in 2019, we have since expanded to 6 countries in the region, delivered millions of meals to our customers, and launched our very own Grab & Go cafe concepts. We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here. Role Overview
We’re looking for a talented, organized, and people-focused
Customer Experience Specialist
based in
Kuwait
. You’ll be the local voice of our customers, gathering feedback, handling escalations, and ensuring an exceptional experience across every touchpoint. In this role, you’ll build strong connections with our customers, coordinate feedback loops, support internal teams, and act as a key liaison for improving customer satisfaction.
Main Responsibilities Voice of the Customer
Conduct interviews with customers (via phone, video, or in person) Organize and coordinate customer focus groups Distribute surveys and gather data-driven insights Prepare weekly and monthly reports on key metrics (e.g., quality errors, refunds, NPS, etc.)
Escalations & Complaints Handling
Be the main point of contact for escalated cases in Kuwait Resolve issues directly with customers with empathy and care Support live chat and phone inquiries as needed
Internal Communications
Coordinate with General Manager, Marketing, Operations, Product, and Growth teams Report bugs, suggest feature enhancements, and share customer feedback Collaborate on improving meals and customer offerings
Social Media Engagement
Respond to comments and DMs on Calo’s Kuwait-based social media channels Represent Calo’s tone and values in all interactions Ideal Candidate Qualifications
1+ year of experience in a customer service or support role Strong written and verbal communication skills in both Arabic and English Experience using tools like Intercom, Zendesk, or similar systems Comfortable using data to support customer experience insights and reports Strong organizational and coordination skills Personality
Empathetic, people-first, and passionate about great service Calm and composed under pressure or in challenging situations Detail-oriented, especially when communicating important information (e.g., nutrition, pricing) Proactive and solution-oriented, with a strong sense of ownership A team player with a positive attitude and a growth mindset Perks that come with this role: The chance to build something meaningful in a growing market Access to Calo’s delicious meal subscription Competitive compensation and stock options A vibrant, purpose-driven culture surrounded by passionate colleagues
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.
4
Customer Experience Specialist
Kuwait City, Al Kuwayt
20gramscoffee
Posted 17 days ago
Job Viewed
Job Description
Job Title: Customer Experience Specialist Join our team at
20 Grams , where you will engage with customers to ensure memorable and personalized experiences.
Responsibilities:
Greeting guests
Taking orders
Providing product recommendations
Handling inquiries and feedback
Maintaining a welcoming atmosphere
The ideal candidate has:
Excellent communication skills
A positive attitude
A genuine passion for customer satisfaction and coffee culture
#J-18808-Ljbffr
20 Grams , where you will engage with customers to ensure memorable and personalized experiences.
Responsibilities:
Greeting guests
Taking orders
Providing product recommendations
Handling inquiries and feedback
Maintaining a welcoming atmosphere
The ideal candidate has:
Excellent communication skills
A positive attitude
A genuine passion for customer satisfaction and coffee culture
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.
5
Senior Engineer, Customer Experience and Analytics
Kuwait City, Al Kuwayt
Ooredoo
Posted today
Job Viewed
Job Description
**The Company:
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
**The Purpose:
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
**Key Accountabilities & Activities:
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
**Qualifications:
- **Master degree in Engineering or related discipline and appropriate registration with a recognised professional institute**
**Note: you will be required to attach the following**:
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
**The Purpose:
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
**Key Accountabilities & Activities:
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
**Qualifications:
- **Master degree in Engineering or related discipline and appropriate registration with a recognised professional institute**
**Note: you will be required to attach the following**:
This advertiser has chosen not to accept applicants from your region.
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6
Senior Engineer, Customer Experience and Analytics
Kuwait City, Al Kuwayt
Ooredoo
Posted today
Job Viewed
Job Description
**The Company:
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
**The Purpose:
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
**Key Accountabilities & Activities:
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
**Qualifications:
- **Master degree in Engineering or related discipline and appropriate registration with a recognised professional institute**
**Note: you will be required to attach the following**:
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
**The Purpose:
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
**Key Accountabilities & Activities:
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
**Qualifications:
- **Master degree in Engineering or related discipline and appropriate registration with a recognised professional institute**
**Note: you will be required to attach the following**:
This advertiser has chosen not to accept applicants from your region.
7
Senior Engineer, Customer Experience and Analytics
Kuwait City, Al Kuwayt
Ooredoo Group of Companies
Posted today
Job Viewed
Job Description
The Company
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Purpose
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
Key Accountabilities & Activities
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements**:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Purpose
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
Key Accountabilities & Activities
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements**:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
This advertiser has chosen not to accept applicants from your region.
8
Senior Engineer, Customer Experience and Analytics
Kuwait City, Al Kuwayt
Ooredoo Group of Companies
Posted today
Job Viewed
Job Description
The Company
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Purpose
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
Key Accountabilities & Activities
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements**:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Purpose
- **Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.**
- **Establish CEM metrics for Technology Division Business Excellence Team**
Key Accountabilities & Activities
- Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
- Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
- Raise any Issue impacting costumer experience with planning and operations.
- Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
- Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
- Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
- Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
- Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
- Support and maintain the Network and IT tools within Technology Division.
- Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
- Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
- Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
- Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo’s strategy.
- Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
- Ownership of core network and IP performance
- Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by the Manager, Director or other superiors.
**Requirements**:
- Required minimum 5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
- Very good knowledge of different Network and IT quality of service tools available in the market.
- Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
- Strong Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
This advertiser has chosen not to accept applicants from your region.
9