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Job Description

ZAIN4963 - Charging Team Member

About Zain Jordan:

In 1994, Zain revolutionized telecommunications in Jordan by introducing GSM mobile services into the country. The operator quickly became the foremost telecom company in Jordan, a position that it has maintained to this day, serving over 3.8 million customers as of 31 March 2018, reflecting a 36% market share. The operation offers 100% population coverage through its 3G-enabled network that is supported by a total of 2,813 sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Jordan the most dynamic products and services. The foundation of Zain Jordan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired Jordanian workforce, the company is committed to employing high caliber people as well as nurturing the finest Jordanian talent. With a strong HR and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Jordan please visit


Handling trouble tickets received from customers and employees and following up on their resolution, in addition to generating KPIs and reports outlining systems’ performance and defining relevant issues and their subsequent resolution, as well as executing system data integrity operations, implementing data manipulation instructions and administering resources and ensuring that customer support is carried out in a timely and professional manner.



You will be responsible for :-

  • Handling customer cases and complaints received though IT systems such as Remedy system, CIP…etc. as well as assessing, analyzing and resolving their problems in a timely and professional manner.

  • Addressing all trouble tickets received from Zain’s employees and coordinating with related functions within Zain to ensure their resolution in a timely manner.

  • Communicating with technical and customer handling functions in regards to resolving customer complaints and requests and expediting their resolution.

  • Generating KPIs and reports regarding problems and issues dealt with as well as the overall performance of functions and systems.

  • Handling alteration requests related to subscription batches as well as resolving customers’ command and contract rejections and ensuring that associated bugs and malfunctions are resolved in a timely manner.

  • Assisting in system data integrity operations and implementing data manipulation instructions to ensure that databases across the different functions are accurately reconciled and adherence to the set procedures and guidelines.

  • Generating and allocating MSISDNs and distributing them to the sales function as well as communicating with SIM card vendors regarding any shortages. And ensuring the replenishment of existing stock.

  • Classifying mobile numbers into premium and regular subscriptions and integrating them within network elements as well as coordinating their release with Sales department.

  • Administering CRM systems and granting privileges and access points to Zain employees.

  • Performing other duties related to the job as assigned by the direct supervisor.

  • Identifying and communicating liabilities to responsible parties, and ensuring that only authorized parties access and/ or modify systems, applications, and information.

  • Assessing organizational security threats and their impact, and taking actions to eliminate/ reduce risk areas.

  • Setting security controls according to the confidentiality and sensitivity levels and report security breaches.



  • Bachelor’s degree in Information Technology or a related field
  • You shall have 2 years of relevant experience.


Soft Skills

  • Customer Centricity
  • Hardworking & team player .
  • Follow up & Coordination
  • Analytical Thinking
  • Accountability and commitment.
  • Research & Data Gathering
  • Troubleshooting & Consultation
  • Innovation

Zain Jordan

Job Group

IT and Technical


Amman - Jordan

Contract Type

Full Time

Closing Date


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