Contact Center

The qualifications for the Contact Center vacancy at Zain Bahrain in Manama start with being a university student in the second year or above. The post, listed as ZAIN1019 – Zain Youth – Contact Center in the Customer Care division, is about answering inbound customer calls.

About the contact center job in Manama

The post exists to help customers by answering their inquiries, questions and complaints courteously and professionally, in support of the customer services business objectives. Work runs on a shift basis, and the team is measured against performance metrics.

Responsibilities

• Answers inbound calls from customers with specific inquiries, questions or complaints
• Assists customers with all issues and escalates them to management appropriately
• Provides personalized customer service of the highest level and builds customers’ trust in Zain’s services and products
• Treats people with respect in all circumstances, follows instructions, owns their actions and keeps commitments, in line with the organization’s values
• Works as part of a team to reach performance metrics
• Studies new product descriptions and takes part in learning opportunities to keep job knowledge current
• Points out where complaint and service-request handling processes can improve at every touch point
• Passes practical feedback on customer experience with all products and services to product owners, and performs other related duties as assigned

Requirements

• Language ability in English and Arabic
• Basic Microsoft Office computer skills
• Good verbal communication, with a clear voice, good volume and good use of tone, plus a sound knowledge of telephone etiquette
• Careful listening, with the right questions asked and each client’s individual needs noted, and an understanding of how customers differ from one another
• Effectiveness in customer retention
• Effectiveness in issue resolution, decision making, change control and risk management
• Availability to work full time on a shift basis

Preferred qualifications

• Urdu, in addition to English and Arabic
• Previous experience

About Zain

Zain calls itself the pioneer of mobile telecommunications in the Middle East. The company started in Kuwait in 1983 as the region’s first mobile operator, and its expansion strategy, begun in 2003, has driven fast growth since.

How to apply

The application is made on the Zain careers site: candidates apply using the button below and attach a resume or CV, which is the only document requested.