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Job Description

ZAIN5799 - Franchise Developer

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 31 March 2018, the operation served 8.4 million customers and had extended its network coverage to 92% of the population via a network of over 8,717 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’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 majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi 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 KSA please visit


The jobs in this level are responsible for maintaining effective relationships with current and potential customers, ensuring customer queries’ resolution and selling Zain products and services to meet customers needs and requirements.



  • Implement Retail Sales policies and procedures.               

  • Carry out assigned activities in specified area with direct supervision.

Customer Service:

  • Interact with clients to introduce and sell Zain products in line with Retail sales plan and tactics in order to meet set individual sales/profit targets.                                

  • Understand clients’ needs and assist them in selecting appropriate Zain’s products and services ensuring their satisfaction.                                       

  • Carry-out up-selling and cross-selling when possible to provide clients with complete packages and increase Zain’s revenue.                                

  • Assist in resolving customers’ questions/issues and escalate complex cases to Senior Customer Consultants for efficient service delivery and timely resolution.                                 

  • Coordinate with Zain’s retail customers/clients and provide after sales services, in order to increase the revenue share of repeat customers.

Technical Support:

  • Provide products and services technical support to walk-in customers (i.e. mobile configuration, bundle usage, devices, etc.).                                   

  • Capture unsolved customer problems/ issues, and escalate through Remedy system or hotline to ensure a concise resolution.


  • Archive customer/client file accurately and make sure it is updated at all times to ensure compliance with set regulations and to facilitate future correspondences initiatives.                 

  • Maintain the highest levels of Flagship/ Kiosk cleanliness and products display in order to reflect targeted look and feel and preserve Zain's image.                                         

  • Escalate shortages in products and marketing material for store replenishment in a timely manner to ensure business continuity.

Teamwork and Cooperation:

Liaise with other team members to build effective working relationships and identify synergies.


  • Bachelor's Degree in Business Administration, Sales, Marketing or equivalent
  • A minimum of 2 years of relevant experience.

Behavioral Competencies           Level

Customer Orientation                    Basic

Teamwork and Cooperation        Basic

Initiative                                             Basic

Technical Competencies              Level

Office Administration                     Basic

Communication Skills                     Basic


Zain Group

Job Group



Abha - Saudi Arabia

Contract Type

Full Time

Closing Date


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