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. Today, we are a leading mobile voice and data services operator with a commercial footprint in 7 Middle Eastern and Africa countries with a workforce of over 7,900 providing a comprehensive range of mobile voice and data services to over 42.4 million active individual and business customers as of March 31, 2024.
Role to Purpose
Zain Iraq is actively recruiting to hire Customer Services Representative (CSR) in Sulaimaniyah who is responsible for handling the day-to-day requests from customers and ensuring the resolution of complaints in an efficient and timely manner whilst ensuring a high level of customer satisfaction. The jobs are also responsible for direct interaction with current and potential customers within Zain IQ outlets with regards to sales or information on products/services.
Responsibilities and Key Accountabilities
- Understand Direct Sales Strategy and plans and participate in the achievement of objectives and targets
- Implement Direct Sales policies and procedures
- Handle e-mails and follow-up with customers concerning different requests/complaints ensuring fulfillment of their needs and requirements
- Coordinate with billing and collection control to re-activate accounts/update account status to ensure up-to-date customer information at all times
- Coordinate with retention and complaints under CRM to resolve customer complaints about customer satisfaction and improvements opportunities
- Monitor re-activation of accounts/update account status with billing and collection control to ensure up-to-date customer information at all times
- Solve offers and new products and other issues and pitfalls to ensure timely resolution and customer satisfaction
- Submit daily reports to direct report mentioning interventions and activities conducted and keep records of feedbacks/customer transactions and interactions as needed to track achievements and get recommendations
Education, Experience, and Competencies
Education
- Bachelor’s degree
Experience
- Fresh or up to 2 years of experience in related field
Competencies:
Behavioral
- Serving our Customers
- Achievement Driven
- Information Seeking
- Relationship Building
Technical
- Oral 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
