Zain Iraq /Call Center Inbound Agent – Zain Group , Kuwait

Job Description
Zain Iraq is actively recruiting to hire a Call Center Inbound Agent who is responsible for handling the 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. The jobs are also responsible for direct interaction with current and potential customers with regards to inquiries or seeking information on products or services.

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 outbound/inbound calls to ensure information is provided on Zain IQ 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 outgoing calls/mail 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 fulfillment 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 achieve targets

What Do You Need to Qualify
Needed Qualification
Bachelor’s degree in business administration-related field or equivalent
Arabic and Kurdish languages

Behavioral Competencies
Serving our Customers
Achievement Driven
Information Seeking
Technical Competencies
Oral and Written Communication
Managing Information
Technology Application

About Us
Zain is a leading mobile voice and data service operator with a commercial footprint in 8 Middle Eastern countries with a workforce of over 6,000 people from different backgrounds, cultures, and nationalities. We provide a comprehensive mobile voice and data services to over 49.2 million active individual business customers as of June 30, 2019.

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