Job Description

View Job Vacancies

ZAIN1791 - Contact Center Agent (Trainee)

Why You Should Join Zain

Zain operates in eight countries across the Middle East and Africa and employs over 6,700 employees. Although we come from different backgrounds and geographies yet we all share a passion for what we do. “A Wonderful World” is Zain’s brand signature and we tend to apply it to all facets of life at Zain.

We know that in the ever-changing world of mobile communications we always need to keep ahead of our competition especially by continuing to develop our people. Our People Development Department will provide you with the necessary training, resources and support to achieve remarkable results.

In addition to providing you with opportunities to develop your career, we also want you to enjoy real job satisfaction. At Zain we make sure that every person in recognized and rewarded fairly, that is why our salaries and the wide range of benefits are among the most competitive in the industry and region.

Please review the below details and apply now if you think you are right for the job.

Zain is waiting for you.

About Zain Sudan:

The country’s leading operator was established in 1997 and today serves 11.4 million customers as of June 2014, reflecting a market share of 41%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 86% of the population through a total number of 2,331 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


A Wonderful World