Call Center Inbound Agent (Baghdad) Zain

Role Purpose
Zain Iraq is Actively recruiting to hire Call Center Agent who is Responsible for handling day-to-day requests from customers and ensuring resolution of complaints in an efficient and timely manner whilst ensuring a high level of customer satisfaction. In addition, the role involves direct interaction with current and potential customers with regards to inquiries or seeking information on products/services.
Responsibilities

Understand Customer Care strategy and plans and participate in the achievement of objectives and targets

Implement Customer Care Department s policies and procedures

Receive and respond to customers and provide information on products/services and handle outbound/inbound calls to ensure information is provided on Zain new products/services/promotions

Escalate cases as needed to ensure questions are addressed in a timely and efficient manner

Upsell/cross-sell products/services to increase sales and generate revenues

Handle outgoing calls/mail channel lists to obtain customer feedback

Maintain professional and courteous communication / quality of service with customers at all times to maintain customer satisfaction

Support new services/products development to ensure fulfilment of requirements impacting quality of products/services

Implement tasks as per the established plan, policies and procedures to ensure consistency in handling business cases and achieving targets
Education, Experience and Competencies
Education

Bachelor s degree in business administration-related field or equivalent
Experience

Up to 2 years of experience in related field

Time Flexible. (Capable to work on Evening shift on site)
Competencies
Behavioral

Serving our Customers

Achievement Driven

Information Seeking
Technical

Verbal and Written Communication

Managing Information

Technology Application

IT User Support

Sales Management
IDE Competency

Courage to Engage

Addressing Bias