Direct Sales Customer Service Representative Zain

Role Purpose

Zain Iraq is actively recruiting to hire Customer Service Representative, who are responsible for handling the day-to-day requests from customers and ensuring the resolution of complaints in an efficient and timely manner whilst ensuring a high level of customer satisfaction. The jobs are also responsible for direct interaction with current and potential customers within Zain IQ outlets about sales or information on products/services.

Responsibilities

• Understand and participate in the development of the Direct Sales Strategy and plans and participate in the achievement of objectives and targets
• Implement and suggest improvements for the Direct Sales Department policies and procedures
• Provide direction to the follow-up teams in performing all team functions including development, implementation and continuous improvement of all the tasks
• Manage an open channel with different departments to facilitate and accelerate the workflow of activities
• Monitor provisioning of technical support to all outlets/lateness in installations/refunds requests generated from the customer service representatives to ensure achievement of activities as per set SLAs
• Monitor re-activation of accounts / update account status with billing and collection control and provide technical support according to needs
• Monitor provisioning of new outlet needs in terms of manpower, logistics, equipment, policies and procedures, forms, brochures, marketing material and other needs to ensure efficient launching and operations
• Recommend locations for potential new outlets in the region based on market studies and research to grow business
• Oversee the design of new outlets to ensure efficiency in space usage and consistency of Zain IQ brand image in coordination with corporate communication
• Collect different reports from all the outlets, review and provide recommendations as needed