Job Overview
About Zain
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. Read more here: https://zain.com/en/about-us/overview
Role Purpose
Zain Iraq is Actively recruiting to hire Call Center Agent who is Responsible for handling day-to-day requests from customers’ and ensuring resolution of complaints in an efficient and timely manner whilst ensuring a high level of customer satisfaction. In addition, the role involves direct interaction with current and potential customers with regards to inquiries or seeking information on products/services.
Responsibilities
- 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 outbound/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 outgoing 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 fulfilment of requirements impacting quality of products/services
- Implement tasks as per the established plan, policies and procedures to ensure consistency in handling business cases and achieving targets
Education, Experience and Competencies
Education
- Bachelor’s degree in business administration-related field or equivalent
Experience
- Up to 2 years of experience in related field
- Time Flexible. (Capable to work on Evening shift on site)
Competencies
Behavioral
- Serving our Customers
- Achievement Driven
- Information Seeking
Technical
- Verbal and Written Communication
- Managing Information
- Technology Application
- IT User Support
- Sales Management
DEI Competency
- Courage to Engage
- Addressing Bias
- Allyship
About Application Process
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Highest Education Qualification
