About the Role

Job Purpose: 

To assist customers in terms of selling, collection and customer care in compliance with ZAIN BH sales guidelines, business processes and procedures.

Main Duties & Responsibilities:

• Build customer’s trust in the services and products offered by Zain.

• Provide personalized customer service of the highest level.

• Ability to work as part of a team- to achieve performance metrics.

• Identify areas of improvement in complaints and service requests handling processes applied at all touch points.

• Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.

• Sell Products and Services (Post-paid and prepaid lines, handsets, accessories, vouchers...etc.) and all kinds of after sales services for existing and new customer.

• Develop product knowledge by keeping up to date with service and product offerings.

• Check and report challenges related to shop look and maintenance.

• Manage the opening and closing of shops in coordination with the team leader.

• Deliver and dispatch stock and handle stock count regularly in coordination with the team leader.

• Respond to customer enquiries, finding the correct answers by consulting systems, help desk and other records.

• Assist subscribers in maintaining/updating customer accounts, billing enquiries & collect payments.

• Manage inventory at point of sale, ensuring secure storage and assisting in reconciliations.

• Collect payments from customers in a secure and orderly manner.

• Handle issues and customer complaints, solving problems, logging complaints in system and escalating the issues to management / Help Desk when appropriate.

• Handle and count cash and other payments, responsible for their reconciling payments against system records daily.

• Collect and verify required documentation, such as ID, forms, and receipts. Hand them over to the team leader at end of shift

• Continuously improve own performance in order to meet and exceed targets and objectives.

• Ensure compliance with all applicable policies & regulatory requirements on Information Security

• Perform any other related tasks as assigned or needed.

Core Competencies

• Effectively communicate by listening actively, share relevant information with others and interact with others to establish fair and effective relationships.

• Identify customer’s requirements correctly, exceed customer expectations and act proactively for ensuring customer satisfaction

• Ability to develop cooperation and teamwork while working toward solutions that generally benefit all parties

• Capacity of recognizing owns feelings and those of others for motivating ourselves and managing emotions well in ourselves and in our relationships.

Functional Competencies

• Customer Focus.

• Selling skills.

• Products and Services knowledge.

• Relationship Management.

• Negotiation skills.

Qualifications and Experience

• University student (2nd year and above) or a fresh university graduate.

• Experience in any related field is a plus.

• Fluent in both Arabic and English.

• Able to work full time on shift basis.