Job Purpose:
To assist customers in terms of selling, collection and customer care in compliance with ZAIN BH sales guidelines, business processes and procedures.
Main Duties & Responsibilities:
Build customer’s trust in the services and products offered by Zain.
Provide personalized customer service of the highest level.
Ability to work as part of a team- to achieve performance metrics.
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.
Sell Products and Services (Post-paid and prepaid lines, handsets, accessories, vouchers...etc.) and all kinds of after sales services for existing and new customer.
Develop product knowledge by keeping up to date with service and product offerings.
Check and report challenges related to shop look and maintenance.
Manage the opening and closing of shops in coordination with the team leader.
Deliver and dispatch stock and handle stock count regularly in coordination with the team leader.
Respond to customer enquiries, finding the correct answers by consulting systems, help desk and other records.
Assist subscribers in maintaining/updating customer accounts, billing enquiries & collect payments.
Manage inventory at point of sale, ensuring secure storage and assisting in reconciliations.
Collect payments from customers in a secure and orderly manner.
Handle issues and customer complaints, solving problems, logging complaints in system and escalating the issues to management / Help Desk when appropriate.
Handle and count cash and other payments, responsible for their reconciling payments against system records daily.
Collect and verify required documentation, such as ID, forms, and receipts. Hand them over to the team leader at end of shift
Continuously improve own performance in order to meet and exceed targets and objectives.
Ensure compliance with all applicable policies & regulatory requirements on Information Security
Perform any other related tasks as assigned or needed.
Core Competencies
Effectively communicate by listening actively, share relevant information with others and interact with others to establish fair and effective relationships.
Identify customer’s requirements correctly, exceed customer expectations and act proactively for ensuring customer satisfaction
Ability to develop cooperation and teamwork while working toward solutions that generally benefit all parties
Capacity of recognizing owns feelings and those of others for motivating ourselves and managing emotions well in ourselves and in our relationships.
Functional Competencies
Customer Focus.
Selling skills.
Products and Services knowledge.
Relationship Management.
Negotiation skills.
Qualifications and Experience
University student (2nd year and above) or a fresh university graduate.
Experience in any related field is a plus.
Fluent in both Arabic and English.
Able to work full time on shift basis.
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