Role Purpose

Zain Iraq is actively recruiting to hire Call Center Agent who is responsible for handling day-to-day requests from customers’ and ensuring resolution of complaints in an efficient and timely manner whilst ensuring a high level of customer satisfaction. In addition, the role involves direct interaction with current and potential customers with regards to inquiries or seeking information on products/services.

Key Accountabilities

• Understand Customer Care strategy and plans and participate in the achievement of objectives and targets

• Implement Customer Care Department’s policies and procedures

• Receive and respond to customers and provide information on products/services and handle inbound calls to ensure information is provided on Zain new products/services/promotions

• Escalate cases as needed to ensure questions are addressed in a timely and efficient manner

• Upsell/cross-sell products/services to increase sales and generate revenues

• Maintain professional and courteous communication / quality of service with customers at all times to maintain customer satisfaction

• Support new services/products development to ensure fulfilment of requirements impacting quality of products/services

Education, Experience and Competencies

Education

• Diploma or bachelor's degree

Experience

• Time Flexible. (Capable to work on Evening shift)

Behavioral

• Serving our customers

• Achievement Driven

• Information Seeking

Technical

• Verbal and Written Communication

• Managing Information

• Technology Application

• IT User Support

• Sales Management

IDE Competency

• Courage to Engage

• Addressing Bias

• Allyship