Call Center Inbound Agent (Baghdad)

Job Description

Zain Iraq is actively recruiting to hire a Call Center Inbound Agent (Baghdad) who is responsible for handling day-to-day requests from customers and ensuring the resolution of complaints in an efficient and timely manner and ensuring a high level of customer satisfaction. In addition, the role involves direct interaction with current and potential customers with regard to inquiries or seeking information on products/services.

• Understand Customer Care strategy and plans and participate in the achievement of objectives and targets
• Implement Customer Care Department’s policies and procedures
• Receive and respond to customers and provide information on products/services and handle inbound calls to ensure information is provided on Zain new products/services/promotions
• Escalate cases as needed to ensure questions are addressed in a timely and efficient manner
• Upsell/cross-sell products/services to increase sales and generate revenues
• Handle calls/mail channel lists to obtain customer feedback
• Maintain professional and courteous communication/quality of service with customers at all times to maintain customer satisfaction
• Support new services/products development to ensure fulfillment of requirements impacting the quality of products/services
• Implement tasks as per the established plan, policies, and procedures to ensure consistency in handling business cases and achieving targets

What Do You Need to Qualify

Education

• Bachelor’s degree.

Competencies

Behavioral

• Serving our customers
• Achievement Driven
• Information Seeking

Technical

• Verbal & Written Communication
• Managing Information
• Technology Application

New Needed Requirements

• English Language
• Time Flexible.

DEI Competency

• Courage to Engage
• Addressing Bias
• Allyship

About Us

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Today, we are a leading mobile voice and data services operator with a commercial footprint in 8 Middle Eastern and African countries with a workforce of over 6,000 providing a comprehensive range of mobile voice and data services to over 47.6 million active individual and business customers as of June 30, 2020.

We are proud to be an equal-opportunity employer regardless of age, disability, ethnicity, or gender.