Role Purpose

Zain Iraq is actively recruiting to hire  Customer Service Representative - Nasriya, who are responsible for handling the day-to-day requests from customers and ensuring the resolution of complaints in an efficient and timely manner whilst ensuring a high level of customer satisfaction. The jobs are also responsible for direct interaction with current and potential customers within Zain IQ outlets about sales or information on products/services.

Responsibilities

• Understand and participate in the development of the Direct Sales Strategy and plans and participate in the achievement of objectives and targets

• Implement and suggest improvements for the Direct Sales Department policies and procedures

• Provide direction to the follow-up teams in performing all team functions including development, implementation and continuous improvement of all the tasks

• Manage an open channel with different departments to facilitate and accelerate the workflow of activities

• Monitor provisioning of  technical support to all outlets/lateness in installations/refunds requests generated from the customer service representatives to ensure achievement of activities as per set SLAs

• Monitor re-activation of accounts / update account status with billing and collection control and provide technical support according to needs

• Monitor provisioning of new outlet needs in terms of manpower, logistics, equipment, policies and procedures, forms, brochures, marketing material and other needs to ensure efficient launching and operations

• Recommend locations for potential new outlets in the region based on market studies and research to grow business

• Oversee the design of new outlets to ensure efficiency in space usage and consistency of Zain IQ brand image in coordination with corporate communication

•  Collect different reports from all the outlets, review and provide recommendations as needed

Education, Experience and Competencies

• Bachelor’s degree in a business administration-related field or equivalent

Experience

• Up to 2 years of experience in related field

Competencies

Behavioural

• Serving our Customers

• Achievement Driven

• Information Seeking

• Relationship Building

Technical

• Oral Communication

• Written Communication

• Managing Information 

• Technology Application

• IT User Support

• Sales Management

   

DEI  Competency

• Courage to Engage

• Addressing Bias

• Allyship