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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
About Application Process
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Highest Education Qualification
