Job Description

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ZAIN1791 - Contact Center Agent (Trainee)

About Zain Sudan:

The country’s leading operator was established in 1997 and today serves 11.9 million customers as of 30 September 2013, reflecting a market share of 43%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 96% of the population through a total number of 2,251 network sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’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 predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan 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. For more on Zain Sudan please visit

Basic Purpose:

Provides  customers with prompt, professional and accurate information and service in a single call with the objective of always delivering a consistent world class customer experience.

Main Duties & Responsibilities:

  • Handle incoming customer calls using a variety of call centre technologies and telephony platforms.
  • Handle customer queries, complaints and concerns in a professional manner.
  • Maintain Call Centre standards for customer service levels
  • Agree and strive to consistently deliver to individual and team performance objectives.
  • Monitor own progress against personal development plan.
  • Quickly and efficiently able to input, update, delete, add, amend customer data into Zain's customer database.
  • Operate IT applications such as Internet, Intranet, email and windows applications with + or - 5% key stroke errors.
  • Escalate customer calls to contact centre supervisor/manager in line with business rules.
  • Ensure compliance with all applicable policies & regular requirements on Information security.

Competencies & Qualifications:

  • Bachelor/ Diploma  degree is essential.
  • Multi-lingual Arabic and English. French is also desirable.
  • Previous training period in a Contact Centre, Customer Care or Sales environment is desirable.
  • Good understanding of Mobile Telecommunications desirable
  • Familiarity with computer and MS Office packages is preferable .
  • Knowledge of PC operations - web functionality, email, internet or intranet.
  • Good communication and reporting skills (verbal and written).
  • Self confident and team player.
  • Adapts well to change and work under pressure with different shifts and work environments.
  • Conflict handling and resolution skills.
  • Ability to work on shift basis.

Note: you will be required to attach the following:

1. Resume / CV


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