Job Description

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ZAIN1431 - Customer Care Advisor

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

Basic Purpose:

Answer phone calls & face to face interactions, respond to service requests, general customer inquiries, invoice questions, and customer complaints.

Project a professional company image through phone interaction.

Basic Purpose:

Answer phone calls & face to face interactions, respond to service requests, general customer inquiries, invoice questions, and customer complaints.

Project a professional company image through phone interaction.

Main Duties & Responsibilities:

  • Answer phones and respond to customer requests face to face through Zain Shops.
  • Sell product and place customer orders in computer system.
  • Provide customers with product and service information.
  • Up/cross-sell products and services.
  • Transfer customer calls to appropriate staff.
  • Identify, research, and resolve customer issues using the computer system.
  • Follow-up on customer inquires not immediately resolved.
  • Complete call logs and reports.
  • Research billing issues.
  • Act as an advisor to customers
  • Research misapplied payments.
  • Recognize, document and alert the supervisor of trends in customer.
  • Recommend process improvements.
  • Other duties as assigned.

Main Duties & Responsibilities:

  • Answer phones and respond to customer requests face to face through Zain Shops.
  • Sell product and place customer orders in computer system.
  • Provide customers with product and service information.
  • Up/cross-sell products and services.
  • Transfer customer calls to appropriate staff.
  • Identify, research, and resolve customer issues using the computer system.
  • Follow-up on customer inquires not immediately resolved.
  • Complete call logs and reports.
  • Research billing issues.
  • Act as an advisor to customers
  • Research misapplied payments.
  • Recognize, document and alert the supervisor of trends in customer.
  • Recommend process improvements.
  • Other duties as assigned.

ADDITIONAL RESPONSIBILITIES:

  • Provide on-the-job training for new employees.
  • Generate customer thank you letters.

Note: you will be required to attach the following:

1. Resume / CV

 

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