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1-Customer Service Advisor
Job Description
What will you do?
As an active agent, you will be handling various types of customer correspondences through various communication channel such as phone calls, text messages, social media…etc in a professional convivial manner while adhering to the set of policies, procedures and required quality of service. You need to keep ensuring achieving Key Performance Indicators (KPIs) to ensure customers satisfaction, in addition to carrying out necessary actions in order to provide customers with complete and correct responses to their enquiries, resolving their problems and handling their complaints.
Your daily tasks will be:
- Handling various types of customer correspondences through inbound calls, outbound calls, Messages, multimedia channels, and/ or other ways of interactions in a professional and convivial manner while adhering to quality standard and service levels to maintain customer satisfaction.
- Promoting and maintaining vigorous and positive corporate image and identity during interactions with customers.
- Facilitating the interaction of Zain with its customers by answering customers enquires and resolving their problems through comprehensible guidance, recommending proper solution(s), and proposing adequate enlightenments in a timely and effective manner.
- Representing a sound understanding and consciousness of customers’ enquiries, conflicts, perceptions, concerns and suggestions through deriving efficient reciprocal correspondences and sympathizing with customers without compromising on Zain’s policies, standards and procedures.
- Contacting and transferring correspondences to concerned parties in order to resolve and follow up on customer enquiries and conflicts by following related policies and procedures.
- Conducting campaigns with various purposes such as research, customer satisfaction and retention …etc, aiming at enhancing customer’s experience and their loyalty to Zain.
- Extending job knowledge by constantly following up on the new offered services and products by Zain and other competitors through attending training sessions, applying self-learning techniques …etc.
- Perceiving spotted trends in customer enquiries, feedback and complaints as well as identifying system flaws, and alerting responsible parties regarding such occurrences.
- Participating in the training of newly hired Customer Service Advisors, providing them with guidance and awareness regarding Zain’s policies, standards and procedures in general and the Customer Service Center in specific, as well as advising them about optimal service quality level that have to be followed to achieve high performance results.
- Promoting Zain’s current and new offers, products, and services by approaching customers in a professional manner, gaining their interest, and perceiving their preferences and necessities in order to provide them with the right offers that match their needs.
- Performing other duties related to the job as assigned by the direct supervisor.
What Do You Need to Qualify
We are looking for a candidate who have the below requirements:
- Bachelor Degree in Telecommunication/ Communication Engineering, or any IT related field.
The suitable candidate need to have the following Soft Skills:
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Customer Oriented.
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Excellent Communication skills.
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Troubleshooting & Consultation.
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Excellent Team work skills.
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Works under pressure.
2-Digital Channels Team Member
Job Description
What will you do?
You are going to develop, design, deploy, and configure the daily operations, in addition to maintaining and supporting Zain e- channels in alignment to the business demand, technology architecture and roadmaps.
Your daily tasks will be:
- Developing virtual channels (e.g., Corporate Website, and Kiosks), mobility channels (e.g., SMS and Mobile Application on the heterogeneous eco-systems such as iOS, Android, and Windows), eService, IVR, e-Payment and e-SDP applications detailed plans, cross-functional business-process.
- Using a variety of programming languages in order to create user-friendly web and mobile applications.
- Optimizing site’s layout and functionality and adapt content based on the screen size and browsing device.
- Identify and troubleshoot various website and mobile applications issues and coding problems.
- Developing the technical requirements and changes for e-Channels based on business input.
- Maintain updated knowledge of the development industry and any advancements in technology.
- Identify and troubleshoot various website and mobile applications issues and coding problems.
- Implementation across multiple platforms and legacy software applications.
- Performing other duties related to the job as assigned by the direct supervisor.
- Receive and attend to L2 incidents (fault analyses, determination of cause, and directing corrective action) and coordinate with operations centers, services and solutions operations, and infra operations to ensure resolution within SLAs and provide related reports.
- Creating tools that enhance how users see and interact with company sites in any browser.
- Conduct periodic health checks and preventive maintenance.
- Performing other duties related to the job as assigned by the direct supervisor.
- Participating in the development of RFP scopes/specifications/response assessment in alignment with vendor management.
What Do You Need to Qualify
We are looking for a candidate who have the below requirements:
- Bachelor’s degree in Information Technology or a related field.
- 2 – 4 years of relevant experience.
The suitable candidate need to have the following Soft Skills:
- Documenting & Reporting skills.
- Research and Data gathering.
- Troubleshooting & Consultation.
- System Administration.
- Follow up & Coordination.
