Job Description

Roles & Responsibilities

Zain Iraq is Actively recruiting to hire Direct Sales Customer Service Representative-Kirkuk who is 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 about sales or information on products/services.

Key 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 fulfillment of their needs and requirements
• Coordinate with billing and collection control to re-activate accounts / update account status to ensure up-to-date customer information at all times
• Coordinate new outlets needs in terms of manpower, logistics, equipment, maintenance and other needs to ensure efficient launching and operations
• Act as quality control on the Sales Representatives and report their failures to the Senior Sales Representative to tackle areas for development and training
• Handle the opening of direct sales new branches and exchange offices and coordinate their needs in terms of manpower, logistics, equipment, policies and procedures, forms, brochures, marketing material and other needs to ensure efficient operations
• Handle existing branches renovations/visit branches periodically to check maintenance requirements ensuring an adequate work environment for a healthy customer experience
• Submit daily reports to direct report mentioning interventions and activities conducted and keep records of feedback/customer transactions and interactions as needed to track achievements and get recommendations
• # of non-compliance to direct sales policies and procedures
• Average handling time (Time from initial customer request to closing the request)

Desired Candidate Profile

Education

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

Experience

• Up to 2 years of experience in related field

Competencies

Behavioral

• 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