About the Role

Job Purpose:

• To assist customer by answering and responding to his inquiries, questions and complaints with the highest degree of courtesy and professionalism to achieve customers services business objective.

Main Responsibilities & Duties:

• Answer inbound calls to assist customers who have specific inquiries.

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

• Provide personalized customer service of the highest level.

• Ability to treat people with respect under all circumstances, instill trust in others beside upon the values of the organization.

• Dependability to follow instructions as well as take responsibility for their actions and also keep commitments.

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

• Assist customers with all issues and escalate them to management appropriately.

• Update job knowledge by studying new product descriptions; participating in educational opportunities.

• 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.

• Performs any other related duties as assigned or needed.

Core Competencies

• Understanding Individual Differences of Customers.

• Good Verbal Communication (Well Spoken-Clear Voice-High Volume Good use of Tone).

• A sound knowledge of telephone etiquette.

• Listening Skills (Ask the right questions- Listen carefully and take note of the client’s individual need).

• Language Abilities (English – Arabic) - Urdu is a plus.

• Computer Skills (Microsoft Office Basic).

• Effectiveness of customer retention.

• Effectiveness of issue resolution/decision making/change control and risk management.

Qualifications and Experience

• University student (2nd year and above).

• Experience is a plus.

• Able to full time on shift basis.