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 Customer Service Representative – Nasriya, who are 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 about sales or information on products/services.
Responsibilities
- Understand and participate in the development of the Direct Sales Strategy and plans and participate in the achievement of objectives and targets
- Implement and suggest improvements for the Direct Sales Department policies and procedures
- Provide direction to the follow-up teams in performing all team functions including development, implementation and continuous improvement of all the tasks
- Manage an open channel with different departments to facilitate and accelerate the workflow of activities
- Monitor provisioning of technical support to all outlets/lateness in installations/refunds requests generated from the customer service representatives to ensure achievement of activities as per set SLAs
- Monitor re-activation of accounts / update account status with billing and collection control and provide technical support according to needs
- Monitor provisioning of new outlet needs in terms of manpower, logistics, equipment, policies and procedures, forms, brochures, marketing material and other needs to ensure efficient launching and operations
- Recommend locations for potential new outlets in the region based on market studies and research to grow business
- Oversee the design of new outlets to ensure efficiency in space usage and consistency of Zain IQ brand image in coordination with corporate communication
- Collect different reports from all the outlets, review and provide recommendations as needed
Education, Experience and Competencies
- Bachelor’s degree in a 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
- Relationship Building
Technical
- Oral Communication
- 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
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