Zain

ZAIN2183 - Call Center Inbound Agent


Business Unit: Zain Kuwait Division: Customer Services
Location: Kuwait - Kuwait City Closing Date: 07-Jan-2013
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.
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    Qualifications:

    High school and above
    Note: you will be required to attach the following:
    1. Resume/CV
     
       
     

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