Job Description

ZAIN6115 - VIP Contact Center Agent

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 31 March 2018, the operation served 8.4 million customers and had extended its network coverage to 92% of the population via a network of over 8,717 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit www.sa.zain.com

WHAT?

The jobs in this level are responsible for answering simple customer complaints and questions and providing information on simple products and services. They are also responsible for escalating complex cases and ensuring customers are served in a timely manner.                         

HOW?

Compliance:

  • Implement the contact center Management policies and procedures.                                          

  • Carry out assigned activities in specified area with direct supervision.                                          

Customer Service:          

  • Answer regular and routine consumer customers complaints / questions to ensure fulfillment of customer requests in timely and efficient manner.                                        

  • Assist in the preparation of tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request for retention purposes        .                           

  • Provide customers with products and services information, explain about latest Zain’s offers and promotions and support customers to choose their best adequate plan.                                         

  • Upsell / cross sell products to increase sales and revenues generated.                                          

  • When needed, escalate complex cases and make sure customers are served efficiently and on time.                

  • Supervise the process of troubleshooting, filtering and classifying of faults before forwarding to relevant stakeholders for resolution.              

  • Maintain professional and courteous communication / quality of service with customers at all times to maintain Zain’s professional image.                              

Teamwork and Cooperation Management:         

Compliance:

  • Implement the contact center Management policies and procedures.                                          

  • Carry out assigned activities in specified area with direct supervision.                                          

Customer Service:          

  • Answer regular and routine consumer customers complaints / questions to ensure fulfillment of customer requests in timely and efficient manner.                                        

  • Assist in the preparation of tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request for retention purposes        .                           

  • Provide customers with products and services information, explain about latest Zain’s offers and promotions and support customers to choose their best adequate plan.                                         

  • Upsell / cross sell products to increase sales and revenues generated.                                          

  • When needed, escalate complex cases and make sure customers are served efficiently and on time.                

  • Supervise the process of troubleshooting, filtering and classifying of faults before forwarding to relevant stakeholders for resolution.              

  • Maintain professional and courteous communication / quality of service with customers at all times to maintain Zain’s professional image.                              

Teamwork and Cooperation Management:         

Liaise with other team members to build effective working relationships and identify synergies.         

WHAT DO I NEED?

  • High school or Diploma
  • No years of experience required

Behavioral Competencies                       Level

Teamwork and Cooperation                   Basic    

 

Technical Competencies                         Level              

Communication Skills                               Basic

Office Administration                               Basic

Job Group

Commercial

Location

Riyadh - Saudi Arabia

Contract Type

Full Time

Closing Date

14-Nov-2018

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