Zain Youth - Contact Center

Zain Bahrain; Manama; On-site; BHD 6,000 - 9,000; Full time

Job summary

Zain Bahrain is seeking a customer service friendly professional to respond to inquiries and handle complaints with courtesy and professionalism to support service objectives.

The candidate should be a university student (2nd year+), fluent in English and Arabic, able to work full-time on a shift basis, and comfortable using Microsoft Office for documentation and reporting.

Qualifications

• University student (2nd year and above).
• Experience is a plus.
• Able to work full-time on a shift basis.

Responsibilities

• Answer inbound calls to assist customers with inquiries.
• Provide courteous, professional service to build trust.
• Assist with all issues and escalate to management when required.
• Update knowledge by studying product descriptions and opportunities.
• Identify areas for improvement in complaints handling processes.
• Convey feedback to product owners for enhancement and development.

Skills

Customer service

Verbal communication

Telephone etiquette

Listening skills

Bilingual English/Arabic

Microsoft Office

Education

University student (2nd year+)

Job description

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region's first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Read more here: https://zain.com/en/about-us/overview

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 escalates 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.

Equal Employment Opportunity Statement

We are an equal opportunity employer and welcome applications from individuals of all backgrounds, including persons with disabilities and those who may require reasonable accommodations to perform their duties. We are committed to maintaining an inclusive workplace and to ensuring that all employees are supported to succeed.