About the Role

We are looking for a highly motivated and passionate candidate to Gathering information about customer feedback, carrying out various statistical analyses for customer experience throughout every interaction point with Zain, suggesting improvements to enhance customer service, preparing and monitoring Key Performance Indicators (KPIs) for all Commercial Support Functions, as well as the agreed Service Level Agreement (SLA), and submitting related reports to the management.

Main Responsibilities, will include but will not be limited to:

• Gathering information from various sources about customers’ feedback and complaints induced from customers’ interaction points through the whole lifecycle with Zain such as shops, social media, customer service center employees, etc., analyzing the collected information and demonstrating spotted trends and observations to enhance customer service and prevent from reoccurrence.
• Participating in preparing various analytical and statistical reports including campaigns results, churn and retention rates, Key Performance Indicators (KPIs) status, commission report, trends in customers’ complaints and other related reports to the scope of the job aiming at comprehending diverse perspectives about bettering customer service initiatives.
• Perceiving gaps and flaws throughout customer service processes and constantly conducting the required actions to achieve much favored customer service
• Proposing several approaches and methodologies to overcome challenges, improve and facilitate processes, and accomplish optimal service delivery when serving customers.
• Cooperating with other divisions or departments to initiate awareness campaigns for several aspects which include informing about new launched products, services and offers and taking necessary action to inform the employees
• Monitoring Commercial Support Department Functions’ KPIs, reporting results to the management, and suggesting approaches that aim at improving the function’s performance and therefore improving customers’ experience and positive feedback.

What We Need From You

To be shortlisted for this position, you will need to comply with all of the below requirements:

• Holds a bachelor’s degree in Engineering, IT or any related field
• Minimum: 2 years of relevant experience.