Zain Youth

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.