Zain

ZAIN1791 - Contact Center Agent (Trainee)


Business Unit: Zain Sudan Division: Customer Services
Location: Sudan - Khartoum Closing Date: 16-May-2011
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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The information I have given in this application is truthful and correct and I understand that any false statements or concealment of a material fact may result in excluding me from this and any future vacancies.

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