Job description

Role Purpose

Zain Iraq is actively recruiting to hire  Customer Service Representative, who are responsible for handling the day-to-day requests from customers and ensuring the 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 within Zain IQ outlets with regards to sales or information on products/services.

• Understand Direct Sales Strategy and plans and participate in the achievement of objectives and targets.

  
  

• Implement Direct Sales policies and procedures.

  
  

• Handle e-mails and follow-up with customers concerning different requests/complaints ensuring fulfilment of their needs and requirements.

  
  

• Coordinate with billing and collection control to re-activate accounts/update account status to always ensure up-to-date customer information.

  
  

• Coordinate with retention and complaints under CRM to resolve customer complaints about customer satisfaction and improvements opportunities.

  
  

• Monitor re-activation of accounts/update account status with billing and collection control to always ensure up-to-date customer information.

  
  

• Solve offers and new products and other issues and pitfalls to ensure timely resolution and customer satisfaction.

  
  

• Submit daily reports to direct report mentioning interventions and activities conducted and keep records of feedbacks/customer transactions and interactions as needed to track achievements and get recommendations.

  
  

• Bachelor’s degree in a business administration-related field or equivalent

  
  

Experience

• Up to 2 years of experience in related field

  
  

Competencies

Behavioural

• Serving our Customers

  
  

• Achievement Driven

  
  

• Information Seeking

  
  

• Relationship Building

  
  

Technical

• Oral Communication

  
  

• Written Communication

  
  

• Managing Information 

  
  

• Technology Application

  
  

• IT User Support

  
  

• Sales Management

  
  

DEI  Competency

• Courage to Engage

  
  

• Addressing Bias

  
  

• Allyship