Job Description
Roles & Responsibilities
Role Purpose
Zain Iraq is actively recruiting to hire Customer Service Representative - Kut, The jobs at this level 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.
Responsibilities
- 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.
Desired Candidate Profile
Education
- Bachelor s degree in 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 &Written Communication
- Managing Information
- Technology Application
- IT User Support
- Sales Management
IDE Competency
- Courage to Engage
- Addressing Bias
- Allyship