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.
Responsibilities
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 outbound/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
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/products development to ensure fulfilment of requirements impacting quality of products/services
Implement tasks as per the established plan, policies and procedures to ensure consistency in handling business cases and achieving targets
Education, Experience and Competencies
Education
Experience
Competencies
Behavioral
Serving our Customers
Achievement Driven
Information Seeking
Technical
IDE Competency
Courage to Engage
Addressing Bias
Allyship