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