Role Purpose

The jobs at this level are responsible for supporting customer service operations to effectively and efficiently handle the various types of requests from customers to meet agreed targets, SLAs for productivity, cost management, customer satisfaction and customer service levels.  The purpose of this job is to oversee customers’ requests in the outlets especially critical cases and VIP requests whilst ensuring a high level of customer satisfaction. Furthermore, the jobs are responsible for the analysis of the customer experience dashboard to endorse improvements and ensure the implementation of corrective actions. The jobs at this level are responsible for the outlets in a specific area. The jobs are also responsible for analyzing regular reports for outlets detailing sales performance and following up on on improvement actions as needed

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

Education

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

Experience

• A minimum of 3 years of relevant experience with at least 1 year in a similar role.

Competencies

Behavioral

• Serving our customers

• Achievement Driven

• Team Management

• Information seeking

• Team Management

• Problem Solving and Creativity

• Relationship Building

• Initiative

Technical

• Financial Management

• Performance Management

• Oral Communication

• Written Communication

• Managing Information

• Technology Application

• Sales Management

• Workforce Planning and Management

IDE  Competency

• Courage to Engage

• Addressing Bias

• Allyship

Internal Transfer Conditions

• From one Division to another Division for at least one year in his/her former Division

• Customer Care Documentation & Information employees can submit after completing 6 months.