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.
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.
Education, Experience and Competencies
* 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
