Job Description

Customer Care Operations

  • Kuwait City


Summary Role:
He/She is responsible for handling the creation of new functions as well as monitoring and enhancing ZBOT features in order to meet the business requirement.

The Roles and Responsibilities:
  • The responsibility to handle the creation of new flows for features, functions and technical aspects for zBot.
  • Continuously benchmark zBot features and functions for performance and intelligence enhancements.
  • Create and continually reviewing/maintaining successful customer journeys for smoother and effective zBot workflows by mitigating fallbacks that lead customers to non-digital channels.
  • Perform daily health checks for zBot.
  • Review customer evaluation and user feedbacks, CSAT KPIs, ratings and suggestions, and use this information to enhance zBot functions and workflows.
  • Supervise new feature and function implementations, work closely and follow up with the technical team regarding pipeline features and testing to ensure that they are aligned with the planned timeline.
  • Work on increasing customer adaptation to zBot as a digital channel.
  • Tutorial video creation.
  • Weekly, monthly, quarterly and annual reports highlight zBot stats, performance and trends (i.e., zBot handling rate, customer engagement, completion rate…etc.).
  • Analyze customer’s entries and use them to increase zBot Intelligence.

What Do You Need to Qualify

The skills needed:
  • High proficiency in Microsoft 365 suite
  • Knowledge of media creation tools
  • High proficiency in both Arabic and English
  • Analytical skills utilizing large data outputs
  • Writing/Communication skills
  • Critical thinking and creativity

About Us

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Today, we are a leading mobile voice and data services operator with a commercial footprint in 7 Middle Eastern and Africa countries with a workforce of over 5,000 providing a comprehensive range of mobile voice and data services to over 48.9 million active individual and business customers as of Sept 30, 2020.

Job Overview

  • Operations:

    Zain Kuwait

  • Location:

    Kuwait City

  • Contract Type:

    Full Time Employee