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ZAIN1019 - Zain Youth - Call Center

30+ days ago 2025/08/06
500 Employees or more · Other Business Support Services
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Job Description

About the Role

Job Purpose:


  • To assist customer by answering and responding to his inquiries, questions and complaints with the highest degree of courtesy and professionalism to achieve customers services business objective.


Main Responsibilities & Duties:


  • Answer inbound calls to assist customers who have specific inquiries.


  • Build customer’s trust in the services and products offered by Zain.


  • Provide personalized customer service of the highest level.


  • Ability to treat people with respect under all circumstances, instill trust in others beside upon the values of the organization.


  • Dependability to follow instructions as well as take responsibility for their actions and also keep commitments.


  • Ability to work as part of a team- to achieve performance metrics.


  • Assist customers with all issues and escalate them to management appropriately.


  • Update job knowledge by studying new product descriptions; participating in educational opportunities.


  • Identify areas of improvement in complaints and service requests handling processes applied at all touch points.


  • Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.


  • Performs any other related duties as assigned or needed.





Core Competencies
  • Understanding Individual Differences of Customers.


  • Good Verbal Communication (Well Spoken-Clear Voice-High Volume Good use of Tone).


  • A sound knowledge of telephone etiquette.


  • Listening Skills (Ask the right questions- Listen carefully and take note of the client’s individual need).


  • Language Abilities (English – Arabic) - Urdu is a plus.


  • Computer Skills (Microsoft Office Basic).


  • Effectiveness of customer retention.


  • Effectiveness of issue resolution/decision making/change control and risk management.





Qualifications and Experience
  • University student (2nd year and above).


  • Experience is a plus.


  • Able to full time on shift basis.





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