Job Overview
Job Description
Zain Iraq is actively recruiting to hire a person 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.
- 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
What Do You Need to Qualify
Education
- Bachelor’s degree in Business Administration-related field or equivalent
Experience
- Up to 2 years of experience in related field
Competencies
Behavioural
- Serving our Customers
- Achievement Driven
- Information Seeking
Technical
- Verbal & Written Communication
- Managing Information
- Technology Application
- IT User Support
- Sales Management
New Needed Requirements
- English or Kurdish Language Skills.
- WFH Capability/Environment.
- Time Flexible.
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 Africa countries with a workforce of over 6,000 providing a comprehensive range of mobile voice and data services to over 53 million active individual and business customers as of March 31, 2023.