Zain Youth

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.