IT Job vacancies, IT Specialist – Retail, Sr. Call Center Agent

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IT Job vacancies, IT Specialist – Retail, Sr. Call Center Agent

IT Specialist – Retail

Location: KW

Company: Alghanim Industries

JOB TITLE

Title: IT Specialist

Job Type: Permanent

Reports to: Project Lead – SAP

JOB DESCRIPTION

Alghanim Industries is a multibillion-dollar conglomerate with more than 30 businesses and one of the largest privately-owned companies in the Persian Gulf region, predominantly in Kuwait. Its operations spread across 40 different countries.

The role will be based in Kuwait. The person will be part of the Retail practice, predominantly focusing on the following business units:

Retail – this business unit includes:
- X-Cite – the largest Electricals retailer in Kuwait
- Safat Home – one of the leading home furnishing brands in Kuwait
Food & Beverage – this business unit operates the license for the following brands:
- Costa
- Slim Chickens
- Wendy’s.

Additional business units are part of the Retail practice, including Supply Chain & Distribution.

Alghanim Industries is currently experiencing a Digital Transformation that will result in a shift from a “Project based” to a “Product based” organization, in line with the most technology-advanced and agile companies at a global level.

In a product-based organization, employees are grouped around the product they work on, rather than individual roles or attributes, working according to agile methodologies. IT organizations and product developers co-create products and services with the business, rather than simply collecting requirements and executing the projects.

The Projects Team member will report directly to the SAP Project Lead, having overall responsibility of delivering projects successfully.

This individual will have good communication skills, strong analytical and problem-solving skills as well as a passion for Retail. Strong presentation skills are required, as well as the confidence to manage multiple stakeholders from business teams, IT teams, external vendors and delivery partners. It is expected that the individual is a keen follower of technology trends.

KEY RESPONSIBILITES

Provide consulting services during new implementations, rollout/enhancements and existing system support in SAP IS-Retail / SD / MM modules.
Conduct workshops to Identify, interpret, validate and document customer requirements.
Perform detailed analysis of complex business process requirements and provide appropriate system solutions / product modifications to satisfy business needs.
Proactively identify gaps / issues in the existing setup and propose business processes and/or system enhancements through standard / work around solutions.
Provide Super user training and user support as required.

KEY SKILLS AND REQUIRED QUALIFICATIONS:

University degree, ideally from a computing or technology discipline.
Minimum SAP Consulting experience of 7+ years in SAP IS RETAIL / SD / MM.
Minimum 3 End to End implementation projects with at least 1 third party system Integration project.
Should be SAP MM/SD certified.
SAP Retail Skill Set: Article & Site Master, Assortments & Listing, MC & Hierarchies, Promotion and Bonus Buy, Planning & Replenishment
SAP SD Skill Set: O2C processes, Pricing, Outputs, Availability Check, Credit Management
SAP MM Skill Set: P2P processes, STO / Intercompany STO, advance payment, shipment and costing, Release strategies.
Integration Skill set: Should have worked on IDOC / RFC / Proxy / File Transfer interfaces.
Profound understanding of SAP Retail business processes and Cross Module Integration Areas (SD – MM / SD – FI / MM – FI / MM – WM)
Project Documentation Skillset: Blueprint / Config Doc / Solution Analysis Document (SAD) / FS / Integration Document / Test Scripts / User manuals
Technical Skillset: Identify standard User Exists / Enhancements / BADI’s / BAPI’s /Authorization objects / IDOCS etc.
Should multitask and manage multiple deliverables and projects concurrently.
Very good communication skills, work Independently, Result-oriented, Team player, Flexible and strong in troubleshooting/analytical skills.

PREFERRED QUALIFICATION:

SAP Vistex Knowledge
SAP IS-Retail certification
SAP WM knowledge
SAP Debugging Skills
Project management certification and experience with project management tools (Asana / Alfresco / Teamwork/JIRA /Confluence)

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IT Job vacancies, IT Specialist – Retail, Sr. Call Center Agent

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Sr. Call Center Agent

Location: KW

Company: Alghanim Industries

Long Description

Job Summary

Senior Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction. Also, supporting the Team Leader in monitoring, coaching and training of the call center agents.

Job Responsibilities

•   Support and provide superior service via phones, e-mails and chat as a receiver and caller.
•   Use questioning and listening skills that support effective telephone communication.
•   Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
•   Understand the impact of attitude in handling calls professionally.
•   Effectively deal with job stress, angry callers, and upset customers.
•   Minimizing customers’ and Safat Home escalated complaints through providing professional service & support for individual and B2B customers.
•   Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.
•   Use the most appropriate way to communicate with different behavior types on the telephone.
•   Escalate cases that require intervention by Team Leaders or Supervisor.
•   Apply the elements of building positive rapport with different types of customers over the phone.
•   Apply the proper telephone etiquette to satisfy various customer situations.
•   Apply appropriate actions to effectively control a telephone call.
•   Identify voice skills and how to enhance a good telephone presentation.
•   Display ownership to additional tasks as demanded by superiors and meet commitment to customers.
•   Display Time flexibility towards shifts as per work floor requirements.
•   Handling escalations cases and angry customers calls.
•   Responsible for leading the shift during team leader absence.
•   Responsible for new Call Center Agent training.
•   Handling the back office tasks (Departments communications, Suppliers communications)

Candidate Requirements

•   Must possess excellent communications skill, proven problem solving and analysis skills.
•   A good knowledge of Electronic devices and related technology.
•   Minimum one year of related experience in the field of (Call center, Customer care, Customer service, Telemarketing/Telesales).
•   Need a good understanding of Productivity software (Windows OS, Spreadsheets, MS-office).
•   Good command in English / Arabic Language.
•   “Preferable”. Technical literature and Technology oriented to talk at the right level with customers.