Summary
Zain Group is seeking a Contact Center Agent in Manama, Bahrain. The role handles inbound customer inquiries, questions and complaints, resolves issues or escalates them appropriately, and provides feedback to support service improvements. Applicants should be university students in their second year or above; experience is a plus, and full-time shift work is required. English and Arabic are required, while Urdu is an advantage.
The posting
As published on zain.com. Pulled from the employer's site and shown as they wrote it.
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.
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.