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Job Description

ZAIN4989 - Sales & Customer Care Trainee

About Zain Bahrain:

Reshaping Bahrain’s telecommunications experience with a bold and innovative technological and marketing approach, the company entered the Bahrain market in 2003 as the first operator to break the telecom monopoly, and today offers world-class voice, 3G and 4G LTE broadband and fixed-wireless services to 759,000 customers as of 30 September 2013. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Bahrain the most dynamic products and services. The foundation of Zain Bahrain’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 majority-Bahraini workforce, the company is committed to employing high caliber people as well as nurturing the finest Bahraini talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. Today, 91% of the workforce is Bahrainis, well above the required levels set by the Ministry Of Labor. For more on Zain Bahrain, please visit www.bh.zain.com

WHAT

The Future University Network (F.U.N) Program at Zain Bahrain has been designed to develop students soft and technical skills in a challenging environment and to have a better understanding of telecommunication industry careers. It targets university students who can think outside the box, solve problems and have great communication skills.

HOW

You will be train on:

  • Answering inbound calls to assist customers who have specific inquiries.

  • Building customer’s trust in the services and products offered by Zain.

  • Providing personalized customer service of the highest level

  • Ability to work as part of a team- to achieve performance metrics (SLA - AHT – Productivity – Quality – FCR –ASA)

  • Following quality rules while resolving the ticket and calling the customer

  • Handling all tickets timeously within as per SLA with clients.

  • Obtaining and evaluating all relevant information to handle product and service inquiries

  • Ensuring customer service satisfaction through calls, reporting and visits to foster customer relationships

  • Ensuring all tickets are resolved with the set KPIs and SLAs.

  • sending the NP deactivated numbers for MNP Witch already no subscribers to send it to the original operator as weekly basis

  • Achieving the target of port out & port in requests on daily basis.

  • Identifying areas of improvement in complaints & Service requests handling processes applied at all touch points

  • Developing product knowledge by keeping up to date with service and product offerings as made available by ZAIN BH

  • Selling Products and Services (post-paid and prepaid lines, handsets, accessories, vouchers) and all kinds of after sales services for existing and new customer.

  • Checking and report problems on shop look and maintenance.

  • Using the TABS system smoothly and without errors.

  • Managing the opening and closing of shops in coordination with the team leader.

  • Delivering and dispatch stock and handle stock count regularly in coordination with the team leader.

  • Responding to customer enquiries, finding the correct answers by consulting systems, help desk and other records

  • Assisting subscribers in maintaining/updating customer accounts, billing enquiries & collect payments

  • Managing inventory at point of sale, ensuring secure storage and assisting in reconciliations

  • Collecting payments from customers in a secure and orderly manner

WHAT DO I NEED

  • Bahraini nationality.

  • Diploma Holder / 3rd year onwards university students.

  • 19-24 years old.

  • No previous work experience is needed

 

SOFT SKILLS

 

  • Good command of English.
  • Strong interpersonal and communication skills.

  • Ability to analyze and solve problems.

  • Ability to gather data, compile information, and prepare reports.

  • Basic knowledge of customer service.

  • Ability to persuade and influence others.

  • Basic knowledge of planning and scheduling techniques.

  • Able to work under high pressure with short-term targets and objectives.

 

 

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    Operation

    Zain Bahrain

    Job Group

    Not Applicable

    Location

    Manama - Bahrain

    Contract Type

    Intern

    Closing Date

    31-Dec-2017

    Apply Now