Zain Iraq is actively recruiting to hire a Back Office& NVOIP Customer Service Support Officer who is responsible for undertaking basic and routine activities under close supervision and guidance to ensure support is provided to Zain IQ and call centers and agents. Activities include gathering data for performance monitoring, preparing administration of training, following up on workforce management rules, and keeping track of data and data analysis and provisioning of information related to knowledge management. The jobs are also responsible for supporting the quality assurance checks on calls received by call center agents and providing data as required for the generation of reports. And The jobs at this level are responsible for handling the day-to-day requests from customers’ (All channels, Facebook,107, Ros’s Etc..) 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 with regard to inquiries or seeking information on products or services.

• Support customers on complex issues, that are not handled by First Line Support, related to the account, tariff, billing, features, network, product, and service and escalate to other departments when needed.

• Process escalated service requests and trouble tickets and follow-up on services requests & trouble tickets

• Close trouble tickets & service requests

• Activate services for existing and new customers.

• Open & monitor trouble tickets

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

• Implement Customer Care Department policies and procedures.

• Receive and respond to customers and provide information on products/services and handle texting customers through a multi-contact channel to ensure information is provided on Zain IQ's new products/services/promotions.

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

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

• Handle media channel lists to obtain customer feedback.

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

• Support new services and solutions development and management processes as required to ensure fulfilment of new products requirements impacting the quality of products provisioning.

• Execute tasks as per the Zain IQ established plan, policies, and procedures to ensure consistency in handling business cases and achieving targets.

Education

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

Competencies

Behavioral

• Serving our customers

• Achievement Driven

• Teamwork

• Information Seeking

• Problem Solving

• Relationship Building

• Initiative

Technical

• Oral & Written Communication

• Technology Application

• Call Center Quality Assurance

 IDE Competency

• Courage to Engage

•  Addressing Bias

•  Allyship

• Commercial Touchpoints & Documentation Information employees can submit after completing 6 months.