We are looking for a highly motivated and passionate candidate to Handling various types of customer correspondences through various digital channels (social media, online chat) in a professional convivial manner while adhering to set policies, procedures and required quality of service, ensuring achieving Key Performance Indicators (KPIs) to ensure customers satisfaction, in addition to carrying out necessary actions to provide customers with complete and correct responses to their enquiries, resolving their problems and handling their complaints.

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

• Handling various types of customer correspondences through Different Digital Channels such like Social Media, Web site, APP ETC, and/ or other ways of interactions in a professional and convivial manner while adhering to quality standards and service levels to maintain customer satisfaction.

• Promoting and maintaining vigorous and positive corporate image and identity during interactions with customers, including maintaining brand consistency

• Facilitating the interaction of Zain with its customers by responding customers enquires and resolving their problems through comprehensible guidance, recommending proper solution(s), and proposing adequate enlightenments in a timely and effective manner.

• Representing a sound understanding and consciousness of customers' enquiries, conflicts, perceptions, concerns, and suggestions through deriving efficient reciprocal correspondences and sympathizing with customers without compromising on Zain's policies, standards, and procedures.

• Contacting and transferring correspondences to concerned parties to resolve and follow up on customer enquiries and conflicts by following related policies and procedures.

• 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.

• Perceiving spotted trends in customer enquiries, feedback and complaints as well as identifying system flaws, and alerting responsible parties regarding such occurrences.

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

• Holds a bachelor’s degree in Business Administration or any related field

• Minimum : 1 year experience in social media field

• Preferred: 2 years of relevant experience.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or are deaf) and need us to make any adjustments, changes or do anything differently during the recruitment process, please let us know through the application form.

Workplace adjustments will be made on a case-by-case basis, but some (non-exhaustive) examples include:

• Providing extra time in assessments and interviews.

• Providing communication support such as a sign language interpreter during the interview.

• Providing interview questions in advance to the interview -this will only be considered as a reasonable accommodation for specific and verified individual requirements.

• Holding the interview/assessment in an accessible building.

• Holding interviews in different formats, such as over the phone or via a video call.