Job Purpose:
To assist customer by answering and responding to his inquiries, questions and complaints with the highest degree of courtesy and professionalism to achieve customers services business objective.
Main Responsibilities & Duties:
Answer inbound calls to assist customers who have specific inquiries.
Build customer’s trust in the services and products offered by Zain.
Provide personalized customer service of the highest level.
Ability to treat people with respect under all circumstances, instill trust in others beside upon the values of the organization.
Dependability to follow instructions as well as take responsibility for their actions and also keep commitments.
Ability to work as part of a team- to achieve performance metrics.
Assist customers with all issues and escalate them to management appropriately.
Update job knowledge by studying new product descriptions; participating in educational opportunities.
Identify areas of improvement in complaints and service requests handling processes applied at all touch points.
Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.
Performs any other related duties as assigned or needed.
Core Competencies
Understanding Individual Differences of Customers.
Good Verbal Communication (Well Spoken-Clear Voice-High Volume Good use of Tone).
A sound knowledge of telephone etiquette.
Listening Skills (Ask the right questions- Listen carefully and take note of the client’s individual need).
Language Abilities (English – Arabic) - Urdu is a plus.
Computer Skills (Microsoft Office Basic).
Effectiveness of customer retention.
Effectiveness of issue resolution/decision making/change control and risk management.
Qualifications and Experience
University student (2nd year and above).
Experience is a plus.
Able to full time on shift basis.
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