Care Technical Customer Advocate

الوصف الوظيفي
Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

Job Responsibilities & Competencies

Anticipates internal and external business challenges and / or regulatory issues and drives process, product or service improvements that create competitive advantage.

Full knowledge of legacy IMS, installed bases and knowledge on next modernization path and challenges
Accountable on adhering the processes and standards in teams.
Uses knowledge on how the job contributes to the corporate goals as well as knowledge of industry and competitive landscape to increase own effectiveness.
Combines profound professional expertise with a holistic sense for the business and commercial environment and understands how the job contributes to achieving the objectives of the business.
Solves highly complex or novel problems based on sophisticated analytical thought and complex judgment.
Independently develops concepts to set the professional direction of own organisational unit and influences and contributes to strategic decisions within professional area that affect the performance of the subfunction (EG a subset of a function, typically consisting of several areas with independent budgets).
Acts as a senior Engineer, typically at the local level, as an internal expert who serves as best practice / quality resource and is an acknowledged both within and outside own organisational unit.
Leads tasks with considerable knowledge and complexity.
Ensures the skills are identified and tracked. Is responsible for the readiness while developing competencies with appropriate trainings.
Ensures Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market.
Helps to manage customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), and ensures relevant tools like Installed base, Contract Database (CDB) are updated and available in collaboration with Care programme manager.
Ensures quality of service delivered by the team.
Complies with the requirements as per the process roles.
Supports as Care customer interfaces by providing right competences, escalation and process whenever required.
Promotes collaboration and knowledge sharing in teams.
Accountable for or contribute towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.
Typically requires 6 -8 years extensive relevant experience in leading customer support role.
Responsible on handling Care services escalation for the customer.
Key Competencies

Coaching
Communication and Public Speaking
Customer and internal stake holders management
Knowledge Management
Organizing
Service Excellence
Project Management
Trouble Resolution and Case Handling
Care Planning, Reporting & Process Knowledge
Software Change Project Management
Drives Results
Plans & Aligns
Builds Effective Teams
Nokia Portfolio
Drives Vision and Purpose
Problem Solving
What we offer

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

One of the World’s Most Ethical Companies by Ethisphere
Gender-Equality Index by Bloomberg
Workplace Pride Global Benchmark
LGBT+ equality & best place to work by HRC Foundation
At Nokia, we act inclusively and respect the uniqueness of people.Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.Join us and be part of a company where you will feel included and empowered to succeed.

Additional Information

تفاصيل الوظيفة
منطقة الوظيفة الكويت
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة غير محدد
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد

https://www.bayt.com/ar/kuwait/jobs/care-technical-customer-advocate-64400048/