About the Role

Call center representatives act on behalf of zain , providing information about products and services, taking orders, responding to handling customer complaints, processing returns, and performing countless other activities, depending on the company, and channeling the feedback and recommendation to management and related divisions and department , Through various communication channels, such as phone calls, texts, social media...etc and in a professional convivial manner, adhering to set policies, procedures and delivering the required quality of service, while maintaining Key Performance Indicators (KPIs) for customer satisfaction.

Main Responsibilities, will include but will not be limited to:

• Handling a large volume and various types of customer correspondences in a timely manner through inbound calls, outbound calls, text messages, social media and/ or other ways of interactions in a professional and convivial manner while adhering to quality standard and service levels to maintain customer satisfaction.

• Identify customer needs, research issues, resolve complaints, and provide solutions.

• Build positive relationships by going above and beyond with customers, ensuring all questions, feedback call logs, and confirmations are addressed appropriately.

• Identify opportunities to drive sales and revenue with the company’s existing product suite and seize opportunities to upsell and cross-sell services whenever possible.

• Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives and KPI’s.

• Leverage data and insights gathered in the call center to recommend and influence process-improvement opportunities.

• Adhere to internal policies and procedures of contact center such as working nature, working hours, commitment to shifts, and break rules, based on operational need.

• Extending job knowledge by constantly following up on the new offered services and products by Zain and other competitors through attending training sessions, applying self-learning techniques …etc.

• Promoting Zain’s current and new offers, products, and services by approaching customers in a professional manner, gaining their interest, and perceiving their preferences and necessities in order to provide them with the right offers that match their needs.

• Performing other duties related to the job as assigned by the direct supervisor.

What We Need From You

To be shortlisted for this position, you will need to comply with all of the below requirements:

Bachelor's degree in business administration or a related field.