Job Description

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ZAIN2183 - Call Center Inbound Agent

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 Kuwait:

The Group’s flagship operation was established in 1983 and made history in 1994 by becoming the first telecom operator to launch a commercial GSM service in the region. Zain Kuwait is the country’s leading operator serving 2.6 million customers as of June 2014, reflecting a market share of 36% and offers a nationwide ultra-fast 4G LTE data network that covers the entire population through 1,787 network sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Kuwait the most dynamic products and services. The foundation of Zain Kuwait’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 Kuwaiti workforce, the company is committed to employing high caliber people as well as nurturing the finest Kuwaiti 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 Kuwait, please visit www.kw.zain.com

Basic Purpose:

She/he will be responsible to handle a high volume of inbound customer calls to service them with quality and resolve billing inquiries, explain products and services, trouble shoot service equipment issues.

Main Duties & Responsibilities:

  • Facilitate, solve, interact and provide a high level of customer service that would exceed customer expectations as well meeting the departmental goals.
  • Evaluate customer concerns and resolve problems towards customer satisfaction.
  • Greet customers in a courteous, friendly and professional manner.
  • Secure customer satisfaction in every interaction in a professional manner.
  • Stay updated on products, services, promotions, procedures and terminology for all ZAIN touch points and third party services.
  • Suggest sales to customers by introducing products (especially new products).
  • Own and manage the customer relationship, resolving calls in an efficient and timely manner.
  • Fulfill individual and team based performance parameters (KPIs).
  • Full utilization of all system functionalities.
  • Contribute to a continuous maintenance and optimization of processes and procedures.
  • To perform all the above mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies, and to report any information/physical security breaches or incidents to the supervisor/manager immediately.

Competencies:

  • Basic knowledge of Zain's customer service procedures and practices.
  • Good knowledge OPCO's products and systems.
  • Basic knowledge and use of technical principles, theories and concepts.
  • Customer oriented.
  • Strong analytical skills and problem solving skills.
  • High personal standards and goal oriented.
  • Excellent interpersonal skills.
  • Excellent and effective communications skills, both orally and in writing.
  • IT literacy.
  • Able to operate in a performance driven organization.
  • Qualifications:

    High school and above

    Note: you will be required to attach the following:

    1. Resume / CV

     

    A Wonderful World