About the Role
Job Purpose:
To assist customers in terms of selling, collection and customer care in compliance with ZAIN BH sales guidelines, business processes and procedures.
Main Duties & Responsibilities:
-
Build customer's trust in the services and products offered by Zain.
-
Provide personalized customer service of the highest level.
-
Ability to work as part of a team- to achieve performance metrics.
-
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.
-
Sell Products and Services (Post-paid and prepaid lines, handsets, accessories, vouchers...etc.) and all kinds of after sales services for existing and new customer.
-
Develop product knowledge by keeping up to date with service and product offerings.
-
Check and report challenges related to shop look and maintenance.
-
Manage the opening and closing of shops in coordination with the team leader.
-
Deliver and dispatch stock and handle stock count regularly in coordination with the team leader.
-
Respond to customer enquiries, finding the correct answers by consulting systems, help desk and other records.
-
Assist subscribers in maintaining/updating customer accounts, billing enquiries & collect payments.
-
Manage inventory at point of sale, ensuring secure storage and assisting in reconciliations.
-
Collect payments from customers in a secure and orderly manner.
-
Handle issues and customer complaints, solving problems, logging complaints in system and escalating the issues to management / Help Desk when appropriate.
-
Handle and count cash and other payments, responsible for their reconciling payments against system records daily.
-
Collect and verify required documentation, such as ID, forms, and receipts. Hand them over to the team leader at end of shift
-
Continuously improve own performance in order to meet and exceed targets and objectives.
-
Ensure compliance with all applicable policies & regulatory requirements on Information Security
-
Perform any other related tasks as assigned or needed.
Core Competencies
-
Effectively communicate by listening actively, share relevant information with others and interact with others to establish fair and effective relationships.
-
Identify customer's requirements correctly, exceed customer expectations and act proactively for ensuring customer satisfaction
-
Ability to develop cooperation and teamwork while working toward solutions that generally benefit all parties
-
Capacity of recognizing owns feelings and those of others for motivating ourselves and managing emotions well in ourselves and in our relationships.
Functional Competencies
-
Customer Focus.
-
Selling skills.
-
Products and Services knowledge.
-
Relationship Management.
-
Negotiation skills.
Qualifications and Experience
-
University student (2nd year and above) or a fresh university graduate.
-
Experience in any related field is a plus.
-
Fluent in both Arabic and English.
-
Able to work full time on shift basis.